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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 Active Directory environments, 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 SupportTroubleshootingRemote Desktop ManagementSoftware InstallationEndpoint Device SupportVPN TroubleshootingAutomated Patch ManagementUser Account ManagementPassword ResetsIncident Logging
Soft Skills
CollaborationCommunicationProblem-SolvingCustomer ServiceAdaptability
Tools & Technologies
Remote Desktop Control ApplicationsTicketing PlatformsServiceNowKnowledge BasesOperational Metrics
Certifications & Qualifications
IAT Level II CertificationCompTIA Security+AZ-104MD-102
Industry Keywords
IT Service DeskU.S. Military Command OperationsJoint Operations CentersDepartment of DefenseEnterprise Service Desks
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
- Utilize 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
- Ability to collaborate across multi-disciplinary technical teams in dynamic, fast-paced operational environments
- 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.
- Frequently communicates with co-workers, management, and customers, which may involve delivering presentations; must be able to exchange accurate information in these situations
Benefits
Comp & perks- Full-time employment
- Top Secret security clearance role
- Reasonable accommodation available for applicants with disabilities