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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing customer service and technical support for hardware and software issues, with a strong focus on effective communication and problem-solving in a fast-paced environment.
Highest-signal resume keywords
Customer ServiceTechnical SupportHardware/Software TroubleshootingIncident Tracking SystemIT Support Best Practices
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingNetwork Connectivity DiagnosisHardware InstallationSoftware ConfigurationDocumentation CreationTicket ResolutionOperating Systems SupportApplication SupportRemote SupportPassword Reset Assistance
Soft Skills
Effective CommunicationTeam CollaborationProblem-SolvingIndependenceCommitment to Customer Service
Tools & Technologies
Incident Tracking SystemKnowledge BaseRemote Support ToolsDesktopsLaptopsMobile DevicesPrintersScannersInternet BrowsersOperating Systems
Certifications & Qualifications
Public Trust Clearance
Industry Keywords
Customer SupportTechnical SupportIT SupportBest Practices24x7x365 Environment
About the role
Key responsibilities & impact- Provide customer service to professional end users
- Provide frontline technical support to local and remote users via calls, chat, email, and online service requests
- Analyze and diagnose customer issues using technical skills, historical records, knowledge bases, and other tools
- Support commercial and agency-specific applications, software, operating systems, internet browsers, desktops, laptops, mobile devices, printers, scanners, and other hardware
- Support network infrastructure issues affecting end users
- Assist with password resets and account unlocks
- Set up, install, and configure hardware and software
- Diagnose, isolate, and resolve wired and wireless network connectivity issues
- Create and update documentation, written instructions, and knowledge base articles
- Create, work, and resolve tickets using an incident tracking system
- Document issues and troubleshooting for escalation, review, and audit purposes
- Determine when to escalate issues to specialist teams
- Communicate with supervisors, peers, and end users to solve issues
- Follow company and department policies and procedures
Requirements
What you’ll need- High school diploma or equivalent
- Must be a U.S. Citizen and be able to obtain a Public Trust clearance
- Proven hardware/software troubleshooting experience
- Proven experience providing effective and professional communication
- Proven ability addressing technical issues via telephone, email, and chat
- Demonstrated commitment to providing excellent customer service
- Experience with common software and operating systems
- Knowledge of IT support Best Practices
- Ability to work independently and within a team environment
- Availability to work flexible hours in a 24x7x365 environment
- One year of relevant experience in a customer service/support environment preferred
Benefits
Comp & perks- Hybrid work arrangement with a minimum of 3 days in office
- Flexible hours in a 24x7x365 environment
- Equal Opportunity Employer