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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing remote Tier I/II technical support, troubleshooting endpoint devices, and managing user accounts within Active Directory environments. Proficient in using ticketing systems and remote desktop management tools to enhance operational efficiency and user satisfaction.
Highest-signal resume keywords
Remote Technical SupportActive Directory AdministrationWindows Operating SystemsTicketing Systems (e.g., ServiceNow)IAT Level II 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
Technical SupportTroubleshootingRemote Desktop ManagementUser Account ManagementSoftware Installation
Soft Skills
CommunicationCollaboration
Tools & Technologies
Remote Desktop Control ApplicationsEnterprise Ticketing Platforms
Certifications & Qualifications
IAT Level II CertificationCompTIA Security+AZ-104MD-102
Industry Keywords
IT Service DeskEndpoint DevicesOperational MetricsProcess ImprovementsTechnical Outages
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Provide remote Tier I/II technical support, diagnostic troubleshooting, and issue resolution for enterprise desktop workstations and peripherals
- Use remote desktop management tools to inspect, configure, and restore operational capabilities across user systems
- Log, prioritize, track, and document user incidents, service requests, and technical outages within enterprise ticketing platforms
- Manage user accounts, password resets, domain permissions, and access request workflows across Active Directory environments
- Collaborate with cross-functional technical teams, systems administrators, and network engineers to resolve escalated IT incidents
- Maintain accurate IT service management documentation, remote resolution knowledge bases, and operational metrics
- Recommend and implement continuous process improvements to enhance remote support workflows and user satisfaction
Requirements
What you’ll need- High School Diploma or GED with 5+ years of progressively responsible experience in IT service desk or remote desktop support
- OR an associate’s degree and 3+ or more years of relevant experience
- OR a bachelor’s degree in computer science, information technology, or a related field with 1+ years of relevant experience
- Proven experience delivering remote technical support, operating remote desktop control applications, and troubleshooting endpoint devices
- Strong background in Active Directory administration, Windows operating systems, software installation, and ticketing systems (e.g., ServiceNow)
- IAT Level II Certification, for example CompTIA Security+
- AZ-104 or MD-102, obtained within 3 months of starting
- Must hold a current/active top secret security clearance
- Must be able to remain in a stationary position 50%
- Needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
- Must be able to exchange accurate information when communicating with co-workers, management, and customers
Benefits
Comp & perks- No benefits, perks, or compensation extras are specified in the posting