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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service support within a multi-enclave network environment, with a strong focus on incident management, technical problem resolution, and effective communication with stakeholders. Proficient in systems administration and mentoring, with a commitment to process improvement and documentation.
Highest-signal resume keywords
Customer Service Representative SupportIncident ManagementTechnical Problem ResolutionActive TS/SCI ClearanceIT Service Management Software
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Systems AdministrationTechnical KnowledgeRoot Cause AnalysisSoftware ConfigurationData Analysis
Soft Skills
Effective CommunicationMentoringDetail-OrientedPersuasionCollaboration
Tools & Technologies
JIRAServiceNowRemedyWindows DesktopsLinux Servers
Certifications & Qualifications
Bachelor's DegreeMaster's DegreeActive TS/SCI with Polygraph
Industry Keywords
Service Desk OperationsMulti-Enclave EnvironmentEnterprise-Wide ApplicationsTechnical AssessmentProcess Improvement Initiatives
Tech Stack
Tools & technologiesITSMLinuxServiceNowTypeScript
About the role
Key responsibilities & impact- Provide customer service representative support for Service Desk operations
- Provide systems and software operations and maintenance support in a large network enterprise, multi-enclave environment
- Rapidly 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
- Provide general systems administration mentoring and training to personnel
- Develop and update operations and maintenance documentation for personnel
- Resolve highly complex problems using significant application of technical knowledge, conceptualizing, reasoning and interpretation
- Work to convince others to accept area’s view/current practices and agree/accept new concepts, practices and approaches
- Provide follow-up reports for root cause analysis, engineering technical assessment and process improvement initiatives
- Remotely log into end users' endpoints, including Windows or Linux desktops and servers, to perform technical software configuration, rebooting, and other remedial actions
Requirements
What you’ll need- Bachelors degree with 12+ years of prior relevant experience or Masters with 10+ years of prior relevant experience
- Additional years of experience may be substituted in lieu of a degree
- Must have an active TS/SCI with a Polygraph, to be considered
- Ability to communicate effectively with executive leadership (internally or client) regarding matters of significant importance to the organization/project
- In-depth understanding of technical principles, theories, concepts and their application across the program
- Serves as a subject matter expert within technical domain area
- Excellent oral and written communication skills
- Familiarity with desktop software applications such as web browsing and client software
- Familiarity with IT Service Management software such as JIRA, ServiceNow, or Remedy
- Detail-oriented to capture customer inquiries appropriately
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