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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 customer communication and problem-solving to enhance user satisfaction and operational efficiency.
Highest-signal resume keywords
IT Technical SupportIncident ManagementRemote TroubleshootingMicrosoft Windows SupportHDI 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
TroubleshootingIncident ManagementServiceNowNetwork ConnectivityComputer Hardware SupportSoftware SupportMS OfficeMS O365Remote AccessData Recovery
Soft Skills
Customer CommunicationProblem-SolvingTeam CollaborationFeedback ManagementContinuous Improvement
Tools & Technologies
ServiceNowRemote Access ToolsThird-Party Administrator Applications
Certifications & Qualifications
HDI CertificationMCPNetwork+A+ Certification
Industry Keywords
IT SupportTechnical AssistanceIncident Management ProcessesService RequestsCustomer Satisfaction
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
- Support questions regarding issue status, password resets, software issues, system and network status, change inquiries, and general questions
- Troubleshoot computer hardware, software, devices, components, network devices, and network connectivity
- Support Microsoft Windows, Mac OS, desktops, laptops, MS Office, MS O365, and vendor-provided software platforms
- Use inbound and outbound calls, remote access to client PCs, third-party administrator applications, and email
- Serve as the first point of contact for customers seeking technical assistance
- Perform remote troubleshooting using diagnostic techniques and pertinent questions
- Determine solutions based on customer-provided issue details
- Guide customers through problem-solving processes
- Escalate unresolved issues to the next level of support
- Provide accurate information about IT products or services
- Record incidents, problems, and resolutions in logs
- Follow up and update customer status and information
- Pass 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
- Industry specific certification 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
- Ability to work Sunday night through Thursday morning, 9 pm EST to 7:30 am 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
- Employee Assistance Program (EAP)
- Tuition Reimbursement
- Wellness program
- Remote-first, flexible environment