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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support for Defense Industrial Base clients, with strong knowledge of Active Directory, Microsoft 365, and remote troubleshooting. Capable of delivering managed services in compliance with CMMC standards while effectively collaborating with team members.
Highest-signal resume keywords
Active Directory KnowledgeMicrosoft 365 AdministrationRemote Troubleshooting ExperienceCMMC ComplianceSecurity+ Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Remote TroubleshootingActive DirectoryMicrosoft 365LAN/WAN KnowledgeDNS UnderstandingDHCP UnderstandingTCP/IP UnderstandingBackup TechnologiesCybersecurity PracticesManaged Service Provider Experience
Soft Skills
Customer ServiceProblem SolvingCollaborationSelf-MotivationStrong Work Ethic
Tools & Technologies
Magna5 Ticketing SystemMagna5 Monitoring SystemsCybersecurity SystemsPSA ToolsRMM Tools
Certifications & Qualifications
Security+Microsoft 365 FundamentalsNetwork+
Industry Keywords
Defense Industrial BaseCMMC ComplianceUS Government SystemsCAC/PIV/PKIGCC HighAzure Government
Tech Stack
Tools & technologiesAzureCloudCyber SecurityDNSTCP/IP
About the role
Key responsibilities & impact- Respond to customer support requests for Defense Industrial Base customers
- Interact with clients professionally and promptly
- Jointly solve problems through collaboration with team members
- Provide quality customer service through all forms of communication
- Collaborate with team members on escalated customer support requests
- Document resolutions and build knowledge base articles
- Track time and activity in the Magna5 ticketing system
- Utilize Magna5 monitoring and cybersecurity systems to triage alerts and alarms
- Troubleshoot beyond PCs, including servers, network devices, and cloud systems
- Deliver managed services in a CMMC-compliant fashion for Defense Industrial Base organizations
Requirements
What you’ll need- Must be eligible to work in the United States
- Must be local to Fredericksburg, VA
- Ability to work independently and remain self-motivated
- Strong work ethic and proven track record of attendance
- Great customer service
- Desire to help others
- Experience with remote troubleshooting of printers and other devices
- Experience with remote troubleshooting of VPN issues
- Knowledge of Active Directory/Entra AD
- Knowledge of Office 365/Microsoft 365
- Knowledge of LAN/WAN environments
- 1+ year in a Managed Service Provider environment preferred
- Experience with PSA and RMM Tools preferred
- Experience working with, within, or adjacent to US Government systems preferred
- Knowledge of CAC/PIV/PKI preferred
- Knowledge of GCC High preferred
- Knowledge of Azure Government preferred
- Knowledge of Microsoft Windows Server
- Knowledge of Active Directory
- Fundamental understanding of DNS, DHCP and TCP/IP
- Microsoft 365 administration knowledge
- Knowledge of backup technologies
- Knowledge of security practices and policies
- Associate degree in an IT-related curriculum, or relevant and significant industry experience as a substitute
- Security+ preferred/required credential listing
- Microsoft 365 Fundamentals preferred/required credential listing
- Network+ preferred/required credential listing
Benefits
Comp & perks- Primarily work from home remotely
- Paid time off including paid holidays and floating holidays
- Bonus potential based on individual and company performance
- Highly competitive and flexible medical, dental, and vision benefits plans
- 401(k) with generous employer match
- Tailored life and disability insurance plans
- Full reimbursement for approved professional certification and career enriching opportunities
- Growth potential
- Exciting and collaborative environment