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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing first-level IT support, troubleshooting hardware and software issues, and utilizing incident management processes. Proficient in remote troubleshooting and customer communication to enhance support and satisfaction.
Highest-signal resume keywords
IT Technical SupportIncident ManagementRemote TroubleshootingMicrosoft Windows Operating SystemHDI Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Troubleshooting HardwareTroubleshooting SoftwareNetwork ConnectivityServiceNowMS Office ProductsMS O365Computer HardwareDiagnostic TechniquesChange InquiriesPassword Resets
Soft Skills
Customer CommunicationProblem-SolvingFeedback RelayCollaborationContinuous Improvement
Tools & Technologies
Remote Access ToolsThird-Party Administrative ApplicationsEmailPhone Tools
Certifications & Qualifications
HDI CertificationMCPNetwork+A+
Industry Keywords
Information TechnologyComputer ScienceTechnical AssistanceService RequestsData Recovery Operations
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Provide first-level IT 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
- Address password resets, software issues, system and network status, change inquiries, and general technical questions
- Follow knowledgebase articles and use remote access, third-party administrative applications, email, and phone tools
- Serve as the first point of contact for customers seeking technical assistance
- Perform remote troubleshooting using diagnostic techniques and pertinent questions
- Determine solutions and guide customers through problem-solving processes
- Escalate unresolved issues to next-level support personnel
- Provide accurate information about IT products and services
- Record events, problems, and resolutions in logs; follow up and update customer information
- Relay customer feedback and suggestions to appropriate internal teams
- Identify and suggest procedural improvements
- Participate in computer data recovery operations and continuous improvement efforts
- Work closely with leadership to improve customer support and satisfaction
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, MCP, Network+ and A+ certification preferred
- HDI certification required within 1 year of hire
- 1–2 years of providing IT technical support via phone, chat and/or email preferred
- Knowledge of Microsoft Windows Operating System, Mac OS, desktops, laptops, MS Office products, MS O365, vendor-provided software platforms, computer hardware, network devices, and network connectivity
- Ability to work Mon–Thu, 7am–6pm EST
- 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