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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, managing user accounts in Active Directory, and utilizing ticketing systems like ServiceNow. Proven ability to collaborate with cross-functional teams and implement process improvements to enhance user satisfaction.
Highest-signal resume keywords
Remote Technical SupportActive Directory AdministrationWindows Operating SystemsIAT Level II CertificationServiceNow Ticketing Systems
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 SupportTroubleshootingEndpoint Device ManagementSoftware InstallationRemote Desktop Control Applications
Soft Skills
CollaborationProblem-SolvingCommunication
Tools & Technologies
Remote Desktop Management ToolsVPN TroubleshootingAutomated Patch Management
Certifications & Qualifications
IAT Level II CertificationCompTIA Security+AZ-104MD-102
Industry Keywords
IT Service DeskU.S. Military Command OperationsJoint Operations CentersDepartment of Defense
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
- Prior experience supporting U.S. Military Command operations, Joint Operations Centers (JOC), or Department of Defense enterprise service desks
- Familiarity with secure remote management tools, VPN troubleshooting, and automated patch management deployment
- Demonstrated ability to collaborate effectively across multi-disciplinary technical teams in dynamic, fast-paced operational environments