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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong technical troubleshooting skills across hardware, software, and networking environments, with a focus on providing frontline technical support in a 24/7 environment. Proficient in documenting procedures and resolutions while managing multiple requests and priorities effectively.
Highest-signal resume keywords
Technical Support ExperienceTroubleshooting SkillsMicrosoft Windows 10/11Networking FundamentalsCustomer 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
Technical TroubleshootingWindows 10Windows 11MacOSTCP/IPSaaSPaaSIaaSMicrosoft OfficeAsset Tracking
Soft Skills
Strong Communication SkillsProblem-Solving SkillsAttention to DetailAbility to Manage Multiple RequestsWillingness to Learn
Tools & Technologies
Ticketing SystemA/V SystemsConference Room SupportPrinter SupportDevice Imaging
Certifications & Qualifications
CompTIA A+CompTIA Network+CompTIA Security+Microsoft 365 FundamentalsMicrosoft Technology Associate
Industry Keywords
Technical Support24/7 Support EnvironmentOn-Premise ArchitectureAsset ManagementUser Support
Tech Stack
Tools & technologiesMacOSTCP/IP
About the role
Key responsibilities & impact- Respond to and resolve incoming support tickets, walk-ups, and phone requests within established SLAs
- Troubleshoot Windows/macOS systems, standard business applications, and basic network connectivity issues
- Perform password resets, MFA troubleshooting, and account unlocks
- Image, configure, and deploy laptops and desktops for new hires and refresh cycles
- Support printers, conference rooms, and A/V systems
- Accurately document troubleshooting steps and resolutions in the ticketing system
- Escalate unresolved or complex issues to Tier 2 with proper documentation
- Maintain accurate asset tracking and inventory records
- Assist with device collection, secure wipe, and redeployment during offboarding
- Travel for site visits as needed
- Perform additional duties as assigned
- Provide frontline technical support in a 24/7/365 environment as the primary point of contact for users experiencing technical issues
- Resolve incidents within established procedures and escalate issues requiring additional expertise
Requirements
What you’ll need- Associate or bachelor’s degree in computer science or related field required, or an additional 3+ years of experience
- 1+ years of experience in a technical support position
- Strong technical troubleshooting skills across hardware, software, and networking environments
- Experience supporting on-premise architecture, SaaS, PaaS, and/or IaaS environments
- Ability to follow documented procedures and technical instructions
- Willingness and ability to learn new technologies, processes, and support procedures
- Working knowledge of Microsoft Office desktop applications and Microsoft 365
- Working knowledge of Microsoft Windows 10, Windows 11, and macOS
- Working understanding of TCP/IP and networking fundamentals
- Strong communication and documentation skills
- Strong problem-solving skills and attention to detail
- Strong customer service skills
- Ability to manage multiple requests and priorities
- Computer systems certifications are a plus, including CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft 365 Fundamentals, and Microsoft Technology Associate
- Experience supporting 24/7 or shift-based technical support environments preferred
- Ability to remain seated or standing for extended periods while working at a computer or support station or moving between workstation areas as needed
- Ability to occasionally lift, carry, move, or reposition computer equipment and peripherals, typically up to 25–30 pounds
- Ability to constantly operate a computer and office productivity machinery
- Ability to frequently communicate over video calls with internal and external stakeholders
Benefits
Comp & perks- Medical insurance
- Dental insurance
- Vision insurance
- Supplemental income insurance
- Employer-paid disability insurance
- Employer-paid life insurance
- Pre-tax FSA for medical and dependent care
- 401K
- Comprehensive benefits for full-time employees