Perform routine support duties with guidance
Assist with first-line user support by guiding users through steps to restore functionality
Troubleshoot hardware, software, and connectivity issues using remote access tools
Escalate complex issues to second- and third-level resolver teams
Coordinate and fulfill end-user service requests, including software installation and user administrative requests
Manage tickets to closure and keep users/clients updated on status and progress
Learn and comply with Service Desk, desktop, peripheral, connectivity, and security policies and procedures
Contribute to continuous improvement of the Service Desk knowledge base
Deliver results in support of organizational SLAs
Assist with special projects as assigned
Requirements
High School diploma or GED required
Generally, less than 1 years' experience in area of responsibility




Core Competencies
Demonstrates proficiency in troubleshooting hardware, software, and connectivity issues while providing first-line user support.
Committed to adhering to Service Desk policies and contributing to the continuous improvement of support processes.
Highest-signal resume keywords
Troubleshooting Hardware Issues
User Support
Service Desk Compliance
Ticket Management
Continuous Improvement
ATS Optimization Keywords
Certifications & Qualifications
High School Diploma
GED
Industry Keywords
Service Desk
User Administrative Requests
Software Installation
SLA
Knowledge Base
Tools & Technologies
Remote Access Tools
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