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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 support for software applications across Windows and macOS environments, with strong analytical and troubleshooting skills. Proficient in using Jira and ServiceNow for incident management and possesses excellent customer service and communication abilities.
Highest-signal resume keywords
Windows Operating System SupportMacOS Operating System SupportJira Incident ManagementServiceNow Incident ManagementCustomer Service Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Software Application SupportTroubleshooting SkillsDocumentation SkillsBasic User TrainingIncident Monitoring
Soft Skills
Analytical SkillsCommunication SkillsCollaboration SkillsProfessional DemeanorPatience
Tools & Technologies
JiraServiceNowMicrosoft Office Applications
Certifications & Qualifications
CompTIA A+ITIL FoundationMicrosoft CertificationServiceNow CertificationHDI Certification
Industry Keywords
Help Desk SupportTechnical SupportUser InquiriesIncident ResolutionGovernment/Public Trust Clearance
Tech Stack
Tools & technologiesMacOSServiceNow
About the role
Key responsibilities & impact- Provide first-level support for software applications
- Respond to user inquiries and support requests received through phone, email, or chat
- Diagnose and resolve first-level software application issues across Windows and macOS environments
- Document user interactions, reported problems, troubleshooting activities, and resolutions accurately within the help desk system
- Escalate unresolved or complex application issues to the appropriate development or technical team with complete supporting details
- Provide basic guidance and training to users on software applications, system functionality, and standard operating procedures
- Monitor open incidents, follow up with users, and communicate clear status updates through resolution
- Coordinate regularly with end-users, technical teams, and software developers
- Take on additional tasks and responsibilities as needed to support team objectives and ensure project success
Requirements
What you’ll need- Bachelor’s degree in Information Technology, Computer Science, or a related field, along with professional experience in a help desk or technical support role
- 2 plus years of experience supporting Windows and macOS operating systems and Microsoft Office applications
- Experience using Jira and ServiceNow to document, track, escalate, and resolve incidents or service requests
- Strong analytical and troubleshooting skills with the ability to diagnose and resolve software application issues effectively
- Excellent customer service skills with a patient, friendly, and professional demeanor
- Strong written and verbal communication skills with the ability to collaborate effectively with users, developers, and technical team members
- U.S. Citizenship is required
- All selected candidates must successfully complete a background check
- Ability to obtain and maintain a Government/Public Trust clearance, including required fingerprinting, when required for the position
- Relevant technical certifications, such as CompTIA A+, ITIL Foundation, Microsoft, ServiceNow, or HDI certification, are preferred
- Must reside within the continental US
- Sponsorship is not offered
Benefits
Comp & perks- Medical/Dental/Vision
- 401k with Employer Match
- PTO + Federal Holidays
- Corporate Laptop
- Training Opportunities
- Remote Opportunity