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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in ITIL-based incident management, technical troubleshooting, and user support for hardware and software issues. Proficient in managing user accounts, adhering to security protocols, and collaborating with technical teams to resolve complex problems.
Highest-signal resume keywords
ITIL Incident ManagementTechnical TroubleshootingWindows Active DirectoryUser Support for Windows 10TS/SCI with Polygraph
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementTechnical Problem ResolutionConfiguration and Debugging TechniquesTCP/IP NetworkingVirus Scanning Services
Soft Skills
CollaborationCommunication
Tools & Technologies
Microsoft Office 2016Remote Desktop SupportOffice Productivity Tools
Certifications & Qualifications
TS/SCI with Polygraph
Industry Keywords
User Account ManagementService Requests24x7 CoverageDocumentationSecurity Protocols
Tech Stack
Tools & technologiesTCP/IPTypeScript
About the role
Key responsibilities & impact- Utilize ITIL-based processes to manage and resolve incoming incidents, service requests, and demands
- Troubleshoot, analyze, and resolve hardware, software, and network issues
- Perform remote desktop repairs and minimize escalations to Tier 3 support
- Provide user support and basic training for common applications, system procedures, and office productivity tools
- Collaborate with network, systems engineering, and application development teams to restore services and address complex problems
- Manage user accounts and access permissions
- Perform special administrative tasks while maintaining documentation and adhering to security protocols
- Work the required 9:30 AM–6:00 PM shift as part of a 24x7 coverage team, including holidays
- Complete a Monday–Friday training shift during the first 6–8+ weeks
Requirements
What you’ll need- High School Diploma with 4+ years of experience, an Associate’s Degree with 2+ years of experience, or a Bachelor’s Degree with 0+ years of experience
- Experience resolving technical problems and answering queries via telephone or self-service involving hardware, software, networks, system/application access, and telecommunications
- Knowledge of Windows Active Directory, multiple desktop programs, configuration and debugging techniques
- Experience supporting Windows 10, Microsoft Office 2016 or later, and common business applications
- Familiarity with TCP/IP, general networking issues, virus scanning services, and desktop/laptop/peripheral support
- Must be able to obtain and maintain a TS/SCI with Polygraph
- Must be able to remain in a stationary position at least 50% of the time
- Constantly operate a computer, phone, and other office equipment for extended periods
- Occasionally move about inside the office to access file cabinets, office machinery, or communicate with co-workers, management, and customers
Benefits
Comp & perks- Health Insurance
- Life Insurance
- Paid Time Off
- Holiday Pay
- Short-term and long-term Disability
- Retirement and Savings
- Learning and Development opportunities
- Wellness programs
- Other optional benefit elections