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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT Help Desk Support, providing remote assistance to customers while effectively managing user accounts and troubleshooting hardware and software issues. Proficient in utilizing ticket documentation systems like ServiceNow to ensure efficient problem resolution and customer satisfaction.
Highest-signal resume keywords
IT Help Desk SupportCustomer Service SkillsTroubleshooting Hardware and SoftwareServiceNow Ticketing SystemRemote Support
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingDesktop SupportLaptop SupportOperating SystemsHardware TechnologiesSoftware InstallationTicket ProcessingUser Account ManagementTesting and DebuggingSelf-Service Education
Soft Skills
Oral CommunicationWritten CommunicationCustomer InteractionMultitaskingProblem Solving
Industry Keywords
US StandardsCall Center ExperienceRemote WorkTechnical SupportCustomer Education
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Provide remote support to other US staff and CI customers
- Support over 4,000 customers at over 250 posts of duty nationwide and several international offices
- Respond to customers via telephone and other services
- Educate customers about self-service options
- Process tickets from various ticket queues
- Address emails promptly by responding or processing requests
- Resolve customer problems through ticket queues or escalate them to service providers
- Manage user accounts, including adding, removing, and maintaining access to resources
- Install systems in customer organizations
- Install primary and peripheral computer software and hardware
- Troubleshoot and resolve desktop, laptop, application, software, hardware, and operating-system issues
- Participate in remote chat service delivery regarding equipment configuration, operating systems, utility programs, and software applications
- Test and debug programs according to detailed requirements and submit results
- Test software deployments and submit survey results
Requirements
What you’ll need- Must be a US citizen
- 1+ year of IT help desk support
- High school diploma or equivalent
- Proficiency in laptop and desktop computers, operating systems, and hardware technologies
- Strong customer service skills, both oral and written
- Skillset to troubleshoot and resolve end-user hardware and software problems in accordance to US Standards and practices
- Ability to follow knowledge articles and articulate instructions in chat, phone, email, and support-session documentation
- Ability to assist multiple customers at a time when possible
- Ability to open and monitor trouble tickets and add pertinent information into ServiceNow or another required ticket documentation system, including steps leading to resolution or escalation
- Customer service experience in a call center or equivalent
- Ability to work remotely from home
- Applicants must be authorized to work in the U.S.
Benefits
Comp & perks- Health benefits
- Life benefits
- Disability benefits
- Financial benefits
- Retirement benefits
- Paid leave
- Professional development
- Tuition assistance
- Work-life programs
- Award programs recognizing exceptional performance and superior demonstration of service standards