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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates proficiency in IT help desk support, including troubleshooting and resolving hardware and software issues, while providing exceptional customer service through various communication channels. Capable of managing user accounts and utilizing ticket documentation systems effectively.
Highest-signal resume keywords
IT Help Desk SupportTroubleshooting Hardware and SoftwareCustomer Service SkillsServiceNow 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
TroubleshootingUser Account ManagementSoftware InstallationHardware InstallationOperating SystemsDesktop ComputersLaptop ComputersSoftware TestingDebuggingTicket Documentation
Soft Skills
Strong Oral CommunicationStrong Written CommunicationCustomer EducationMultitaskingProblem Solving
Certifications & Qualifications
High School DiplomaAssociate’s Degree in IT
Industry Keywords
Customer Support PrinciplesRemote SupportCall Center ExperienceUS Standards and PracticesSelf-Service Options
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Provide remote support to other US staff and CI customers
- Aid in user account management, including adding, removing, and maintaining account access
- Apply customer service and customer support principles and methods
- Install systems in customer organizations
- Install primary and peripheral computer software and hardware
- Troubleshoot and resolve problems on desktop computers, laptop computers, applications, and software
- 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
- Support customer service, resolve user accounts, and troubleshoot software and operating system configuration
- Test software deployment and submit survey results
- Respond to customer emails and process requests promptly
- Process tickets from various ticket queues, documenting steps leading to resolution or escalation
- Educate customers about self-service options when appropriate
- Escalate issues to service providers for further triage when needed
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 document pertinent information in ServiceNow or another required ticket documentation system
- Customer service experience in a call center or equivalent
- Ability to work remotely from home
- Associate’s degree in IT or equivalent experience preferred
- 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 acknowledging exceptional performance and superior demonstration of service standards