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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing customer service support for IT systems, including troubleshooting and implementing solutions for complex technical issues. Proficient in utilizing IT Service Management software and possesses strong communication and problem-solving skills.
Highest-signal resume keywords
Active TS/SCI With PolygraphIT Support ExperienceTroubleshooting Complex IssuesTime Management SkillsCustomer-Oriented
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
IT Systems MaintenanceIncident Ticket ManagementProblem AnalysisTechnical Issue ResolutionData Collection and Analysis
Soft Skills
Oral Communication SkillsWritten Communication SkillsInnovative Problem-SolvingAbility To Work In Fast-Paced Environment
Tools & Technologies
JIRAServiceNowRemedyClient Software
Certifications & Qualifications
Bachelor's DegreeMaster's Degree
Industry Keywords
Customer Service Desk OperationsIT Service ManagementWeb BrowsingHardware Environments
Tech Stack
Tools & technologiesITSMServiceNowTypeScript
About the role
Key responsibilities & impact- Provide customer service representative support for customer Service Desk operations
- Interact with customers to handle service inquiries and problems
- Implement, troubleshoot, and maintain IT systems
- Distinguish isolated user problems from enterprise-wide application/system problems
- Coordinate with customers and stakeholders to collect data, conduct analysis, develop, and implement solutions associated with incident tickets and requirements
- Examine customer problems and identify and implement corrective action to initiate effective solutions, repairs, or returns
- Analyze recurring problems, annotate them, and initiate solutions to prevent recurrence
Requirements
What you’ll need- Active TS/SCI with a polygraph
- Bachelors degree and 4 or more years, or Masters and 2 or more years of prior relevant experience
- Additional work experience in lieu of a degree will be considered
- Demonstrated experience providing IT support across phone, remote, and hands-on hardware environments
- Demonstrated experience applying independent judgment, originality, and innovative problem-solving to resolve technical issues
- Demonstrated experience working and excelling in a fast-paced environment
- Demonstrated experience troubleshooting complex issues in a growing environment
- Strong time management skills
- Strong oral and written communication skills
- Customer-oriented and familiar with web browsing, client software, and IT Service Management software such as JIRA, ServiceNow, or Remedy
- Command of the English language
- Ability to lift and move IT equipment up to 30–50 lbs
- Ability to crawl under desks for physical cabling or machine setups
Benefits
Comp & perks- Paid Time Off
- 11 paid Holidays
- 401K with a 6% company match and immediate vesting
- Flexible Schedules
- Discounted Stock Purchase Plans
- Technical Upskilling
- Education and Training Support
- Parental Paid Leave