Hard Skills

• Technical troubleshooting
• Hardware diagnostics and repair
• Software installation and configuration
• Operating system support (Windows, macOS, Linux)
• Active Directory user and group management
• Network connectivity troubleshooting
• Printer and peripheral support
• Remote desktop support
• Ticketing system management
• System imaging and deployment
• Mobile device support (iOS, Android)
• Patch management
• Account provisioning and deprovisioning
• Backup and restore procedures
• Basic scripting (PowerShell, Bash)

Soft Skills

• Customer service
• Communication skills
• Problem-solving
• Time management
• Prioritization
• Team collaboration
• Patience and empathy
• Conflict resolution
• Attention to detail
• Adaptability

Technical Proficiencies

• Microsoft 365 administration
• Google Workspace support
• ServiceNow
• Jira Service Management
• Zendesk
• VPN configuration and support
• TCP/IP and DNS fundamentals
• DHCP configuration basics
• Antivirus and endpoint protection tools
• Remote support tools (TeamViewer, AnyDesk)
• Virtualization basics (VMware, Hyper-V)
• VoIP phone support
• ITIL-based service management

Industry Certifications

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft Certified: Modern Desktop Administrator Associate
• Microsoft 365 Certified: Fundamentals
• ITIL Foundation Certification
• Google IT Support Professional Certificate

Action Verbs

• Troubleshot
• Resolved
• Diagnosed
• Configured
• Installed
• Supported
• Documented
• Escalated
• Optimized
• Maintained
• Monitored
• Deployed
• Collaborated
• Trained
• Improved