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The 20 MSPCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in troubleshooting technical issues across workstations, mobile devices, and operating systems while providing exceptional customer support. Proficient in managing ticketing systems and adhering to standard operating procedures to meet key performance indicators.
Highest-signal resume keywords
IT Fundamentals CertificationA+ CertificationHelp Desk ExperienceCustomer Service SkillsTechnical Troubleshooting
About the role
Key responsibilities & impact- Identify, analyze, and resolve common technical issues, questions, and problems involving workstations, mobile devices, operating systems, software, hardware, and peripherals
- Manage the ticket queue to ensure timely resolution
- Provide customer support using remote connection software
- Document each customer interaction thoroughly
- Prioritize ticketing system flow by following SOPs and knowledge-base articles
- Meet or exceed KPI goals
- Troubleshoot advanced desktop issues, VPN connectivity, entry-level server support, hardware issues, and line-of-business support
- Provide remote technical support to nationwide clients via ticketing system and phone
- Analyze issues, isolate problems, and implement solutions
Requirements
What you’ll need- IT Fundamentals and A+ certifications, or equivalent professional experience
- 1+ year of professional help desk experience
- Strong customer service skills
- High attention to detail
- Ability to follow instructions and policies
- Ability to adapt to changing and fast-moving environments
- Strong phone skills
- Consistent hand and finger dexterity necessary to operate computer equipment
- Consistently required to sit, stand, walk, talk, hear, and see
- Routine use of hands to type
- Occasional need to stoop, kneel, crouch, twist, crawl, reach, and stretch
- Occasional need to walk around the office
- Consistent vision abilities required; close vision, depth perception, and ability to focus
- Occasional need to lift and/or move up to 30 pounds
- Work is in an open office environment with steady conversation and interruption
Benefits
Comp & perks- Comprehensive benefits, including medical, dental, vision, supplemental coverage, plus HSA/FSA options
- Competitive 401(k) participation with up to 4% contribution match
- Certification reimbursement to support your continued development
- Meaningful opportunities for advancement within a growing organization
- A culture built on drive, accountability, collaboration, and excellence
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 Issue ResolutionVPN Connectivity TroubleshootingDesktop SupportServer SupportRemote Technical Support
Soft Skills
Attention to DetailAdaptabilityStrong Phone Skills
Tools & Technologies
Ticketing SystemRemote Connection Software
Certifications & Qualifications
IT Fundamentals CertificationA+ Certification
Industry Keywords
Customer SupportTechnical SupportSOPsKPI GoalsKnowledge-Base Articles