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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT support and ticket management, with a strong focus on troubleshooting applications and providing Tier 1 technical support. Proficient in documentation, user communication, and maintaining operational guides while ensuring compliance with governance standards.
Highest-signal resume keywords
IT SupportTicketing SystemsChange Request ManagementUser DocumentationPublic Trust Clearance
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Troubleshooting ApplicationsTechnical SupportIncident PrioritizationData Feed VerificationLDAP SynchronizationOperations Guide UpdatesService Request ReportingApplication Connectivity ChecksChange Request IntegrationMeeting Coordination
Soft Skills
Excellent CommunicationCustomer ServicePatienceCollaborationInterpersonal Skills
Tools & Technologies
Ticketing SystemsMicrosoft TeamsArcherProduction EnvironmentTraining EnvironmentDevelopment EnvironmentStaging Environment
Certifications & Qualifications
Bachelor's Degree in Computer ScienceOPM Tier 2 or Higher LOCPublic Trust Clearance
Industry Keywords
NASA EnvironmentEnterprise EnvironmentIT GovernanceChange Request ForumsBi-Weekly Outreach Meetings
About the role
Key responsibilities & impact- Review and triage RISCS team tickets, escalating them to appropriate team members
- Organize Agency RISCS Bi-Weekly Outreach meetings and capture announcements, demonstrations, CR promotions, and Q&A
- Provide user clarifications during open forums
- Support Change Request integration and governance
- Participate in RISCS team and CCB forums where Change Requests are reviewed
- Update the Operations Guide with promoted Change Requests and current step-by-step instructions
- Perform start-of-business checks for escalated tickets, application connectivity and availability
- Verify login access across Production, Training, Development, and Staging environments
- Check LDAP synchronization status
- Verify data feeds in each environment and notify the team of failures
- Delete hardware records marked for deletion
- Complete monthly ESD ticket and service request reports
- Work with users through Teams on tickets and service requests
- Draft meeting agendas and coordinate team review
- Host Outreach meetings
- Upload presentations to appropriate websites
- Update websites with current meeting information
- Document operation guides, user manuals, and training documentation
- Test developer updates promoted to the system
Requirements
What you’ll need- Bachelor's degree in Computer Science, Information Technology, or a related field
- 5–7 years of IT experience
- 5+ years of experience troubleshooting applications and providing Tier 1 technical support to end users
- 5+ years of experience identifying, documenting, and escalating support tickets to appropriate technical teams
- Thorough understanding of ticketing systems, including ticket assignment and incident prioritization
- Excellent communication skills and ability to articulate issues clearly to customers
- Patience and superior customer service skills
- Ability to work with upper management and interface with the customer
- Ability to work after hours as needed
- OPM Tier 2 or higher LOC
- Must be a U.S. citizen
- Ability to obtain and maintain Public Trust clearance
- Preferred: Experience working in the NASA or Enterprise environment
- Preferred: Experience with Archer
Benefits
Comp & perks- Ability to work remotely/telework
- Opportunity to support NASA on the CyPrESS contract
- Ability to work after hours as needed