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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing first-level technical support, troubleshooting hardware and software issues, and managing user accounts through Active Directory. Proficient in supporting Microsoft 365 applications and maintaining IT asset records while adhering to security best practices.
Highest-signal resume keywords
CompTIA A+ CertificationMicrosoft 365 SupportActive Directory AdministrationNetworking Concepts (TCP/IP, DNS, DHCP)IT Service Management
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 SupportTroubleshootingWindows Operating SystemsMicrosoft 365 ApplicationsIT Ticketing SystemVPN TroubleshootingComputer Hardware SupportSoftware InstallationNetwork ConnectivityPeripheral Equipment Maintenance
Soft Skills
Customer-Focused SupportClear CommunicationCollaborationProblem-SolvingAttention to Detail
Tools & Technologies
IT Service Management SoftwareVDI TechnologiesRemote Desktop TechnologiesIT Knowledge BaseTicketing System
Certifications & Qualifications
CompTIA A+ CertificationITIL 4 Foundation CertificationMicrosoft CertificationsMCSE Certification
Industry Keywords
Service DeskHelp DeskDesktop SupportIT Security Best PracticesEmployee Onboarding
Tech Stack
Tools & technologiesDNSITSMTCP/IP
About the role
Key responsibilities & impact- Provide first-level technical support to employees by phone, email, chat, and through the IT ticketing system.
- Troubleshoot and resolve common hardware, software, operating system, printing, and connectivity issues.
- Support Windows laptops, desktops, monitors, printers, mobile devices, and other IT equipment.
- Provide support for Microsoft 365 applications, including Outlook, Teams, Word, Excel, and OneDrive.
- Assist users with password resets, account access, permissions, and basic Active Directory tasks.
- Troubleshoot VPN, Wi-Fi, network connectivity, and remote-access issues.
- Install, configure, update, and maintain computers, software, and peripheral equipment.
- Create, update, and maintain IT support tickets with accurate troubleshooting notes and resolution details.
- Escalate unresolved Tier 1 issues to Tier 2, infrastructure, security, or application support teams.
- Follow established IT support procedures, standards, and security policies.
- Assist with new employee onboarding, including computer setup, software installation, account access, and equipment preparation.
- Assist with employee offboarding by collecting equipment and following established account and access procedures.
- Maintain accurate IT asset and equipment records.
- Contribute to and maintain the IT knowledge base and support documentation.
- Participate in IT projects, technology implementations, equipment testing, software upgrades, and departmental initiatives.
- Collaborate with IT team members to identify recurring issues and improve service desk processes.
- Provide professional, timely, and customer-focused support to employees.
- Protect confidential company and employee information and follow IT security best practices.
- Perform other assigned IT support duties and projects.
Requirements
What you’ll need- Associate degree, diploma, or certificate in Information Technology, Computer Science, or a related field; equivalent combination of education and relevant experience may be considered.
- 2–3 years of experience in a Service Desk, Help Desk, Desktop Support, or similar IT support role.
- CompTIA A+ certification required.
- ITIL 4 Foundation certification preferred.
- Microsoft certifications or MCSE/Microsoft 365 certifications are considered an asset.
- Experience supporting Windows operating systems and general computer hardware and software.
- Experience supporting Microsoft 365 applications.
- Working knowledge of Active Directory and user account administration.
- Working knowledge of networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, VPN, and network connectivity troubleshooting.
- Experience troubleshooting laptops, desktops, monitors, printers, and other computer peripherals.
- Experience using an IT service management or ticketing system.
- Experience supporting employees at all levels of the organization and explaining technical information clearly to users with different levels of technical knowledge.
- Eligibility to work in the United States.
- Experience with VDI, remote desktop technologies, or endpoint management tools is an asset.
- Standard office environment.
- May require occasional lifting, moving, or setting up of computer equipment and other IT hardware.
- Occasional overtime may be required based on business needs, IT projects, system implementations, or urgent technical issues.
- Occasional travel to Rimkus offices or locations may be required.
Benefits
Comp & perks- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Training & Development