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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT infrastructure management, technical support, and user account management, with a strong focus on problem-solving and compliance with IT policies. Proficient in troubleshooting operating systems and business applications while providing mentorship to junior technicians.
Highest-signal resume keywords
IT Infrastructure ManagementTechnical SupportActive DirectoryWindows Operating SystemNetworking Fundamentals
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingRoot Cause AnalysisSystem UpgradesPatch ManagementDocumentationRemote Support ToolsMicrosoft 365Business ApplicationsHardware SupportNetwork Connectivity
Soft Skills
Problem-SolvingCommunicationCustomer ServiceMentorshipRecord-Keeping
Tools & Technologies
ConnectWiseActive DirectoryExchangePSA PlatformsIT PoliciesSecurity Standards
Certifications & Qualifications
CompTIA Network+Microsoft Certified: Modern Desktop AdministratorITIL
Industry Keywords
IT SupportService DeskTechnical Support RolesClient ManagementEnterprise Systems
About the role
Key responsibilities & impact- Support, manage, and plan IT infrastructure for multiple corporate clients
- Provide advanced technical support to end-users
- Respond to and resolve escalated service desk tickets from Level 1 technicians
- Troubleshoot operating systems, business applications, hardware, and network connectivity issues
- Perform root cause analysis and implement long-term solutions to recurring problems
- Support user account management, including Active Directory, Exchange, and other enterprise systems
- Assist with system upgrades, patch management, and deployment of new technologies
- Document solutions and contribute to the knowledge base
- Collaborate with Level 3 support and infrastructure teams
- Provide mentorship and guidance to Level 1 technicians
- Ensure compliance with IT policies, procedures, and security standards
- Occasionally visit local client sites
Requirements
What you’ll need- Associate or bachelor’s degree in Information Technology, Computer Science, or related field
- 2–4 years of experience in IT support or service desk roles
- Strong knowledge of Windows and Mac operating systems, Microsoft 365, Active Directory, and networking fundamentals
- Experience with remote support tools and PSA platforms (e.g., ConnectWise)
- Excellent problem-solving, communication, and customer service skills
- Excellent communication (written and oral) skills
- Excellent documentation and record-keeping skills
- Desire and ability to learn new technology
- Relevant certifications (e.g., CompTIA Network+, Microsoft Certified: Modern Desktop Administrator, ITIL) are a plus
Benefits
Comp & perks- Overtime pay, even though it is a salaried position (Fluctuating Work Week)
- Health, Dental, and Vision insurance
- Short- and Long-Term Disability, plus Basic Life, at no cost to you
- 401(k) with corporate match
- Wellbeing reimbursement
- Up to 4 paid days per year for volunteer activities
- Hybrid work arrangement (on-site and remote)