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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates proficiency in providing first-level technical support, troubleshooting hardware and software issues, and utilizing incident management processes. Capable of effectively communicating with customers and improving support procedures to enhance satisfaction.
Highest-signal resume keywords
Technical SupportIncident ManagementServiceNowHDI CertificationMicrosoft Windows Operating System
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 ConnectivityRemote Access ToolsDiagnostic TechniquesData Recovery Operations
Soft Skills
Customer ServiceProblem-SolvingCommunication
Tools & Technologies
ServiceNowMS Office ProductsVendor-Provided Software Platforms
Certifications & Qualifications
HDI CertificationMCPNetwork+A+
Industry Keywords
Information TechnologyComputer ScienceTechnical Support Processes
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Provide first-level technical support to employees and clients through telephone, chat, email, and ServiceNow.
- Handle incidents and service requests using incident management and request fulfillment processes.
- Troubleshoot hardware, software, computer devices, components, network devices, and network connectivity remotely.
- Address issue status, password resets, software issues, system and network status, change inquiries, and general technical questions.
- Follow knowledgebase articles and use diagnostic techniques to determine solutions.
- Serve as the first point of contact and guide customers through problem-solving processes.
- Escalate unresolved issues to the next level of support.
- Provide accurate information about IT products and services.
- Record events, problems, and resolutions in logs; follow up and update customer information.
- Pass customer feedback to appropriate internal teams and suggest procedural improvements.
- Work with leadership to improve customer support and satisfaction.
- Participate in data recovery operations and continuous improvement efforts.
Requirements
What you’ll need- Minimum High school diploma or equivalent combination of education and experience in Information Technology, Computer Science, or related field.
- HDI certification required within 1 year of hire.
- 1–2 years of providing IT technical support via phone, chat and/or email preferred.
- HDI, MCP, Network+ and A+ certifications preferred.
- Proficiency with Microsoft Windows Operating System, Mac OS, desktops, laptops, printers, servers, MS Office products, vendor-provided software platforms, network devices, and network connectivity.
- Experience using ServiceNow, remote access tools, third-party admin applications, email, phone, and chat support channels.
- This role is currently not eligible for sponsorship.
Benefits
Comp & perks- Competitive wages
- Medical with telemedicine
- Dental and Vision
- Basic and Optional Life Insurance
- Paid Time Off (PTO)
- Maternity, Parental, Family Care
- Community Volunteer Time Off
- 12 Paid Holidays
- Company Paid Disability Insurance
- 401k (with employer match)
- Health Savings Accounts (HSA) with company provided contributions
- Flexible Spending Accounts (FSA)
- Supplemental Insurance
- Mental Health and Well-being: Employee Assistance Program (EAP)
- Tuition Reimbursement
- Wellness program
- Remote-first, flexible environment