Job Skills Checklist
administering programs
planning agendas/meetings
updating files
analyzing data
predicting futures
sketching charts or diagrams
organizing tasks
writing for publication
advising people
assembling apparatus
auditing financial reports
budgeting expenses
calculating numerical data
finding information
handling complaints
handling detail work
imagining new solutions
interpreting languages
dispensing information
adapting new procedures
negotiating/arbitrating conflicts
speaking to the public
writing letters/papers/proposals
reading volumes of material
remembering information
interviewing prospective employees
listening to others
relating to the public
entertaining people
deciding uses of money
measuring boundaries
counseling/consulting people
operating equipment
supporting others
determining a problem
screening telephone calls
collaborating ideas
overseeing operations
teaching/instructing/training individuals
becoming actively involved
planning organizational needs setting up demonstrations
rehabilitating people
prioritizing work
creating new ideas
meeting people
evaluating programs
editing work
tolerating interruptions
confronting other people
constructing buildings
coping with deadlines
promoting events
raising funds
questioning others
being thorough
coordinating schedules/times
running meetings
supervising employees
enduring long hours
displaying artistic ideas
managing an organization
serving individuals
motivating others
reporting information
encouraging others
defining a problem
maintaining accurate records
administering medication
motivating others
thinking in a logical manner
defining performance
standards
writing reports
expressing feelings
checking for accuracy
classifying records
coaching individuals
collecting money
compiling statistics
inventing new ideas
proposing ideas
investigating problems
locating missing information
dramatizing ideas
estimating physical space
organizing files
managing people
selling products
teaching/instructing/training
individuals
inspecting physical objects
distributing products
delegating responsibility
mediating between people
persuading others
summarizing information
delegating responsibilities
comparing results
drafting reports
comprehending ideas
generating accounts
making decisions
resolving conflicts
analyzing problems
preparing written communications
performing numeric analysis
setting work/committee goals
taking personal responsibility
maintaining a high level of activity
developing a climate of enthusiasm,
teamwork, and cooperation
creating meaningful and challenging work
maintaining emotional control under stress
knowledge of community/government
affairs
recommending courses of
action
selling ideas
conducting meetings
setting priorities
expressing ideas orally to
individuals or groups
developing plans for projects
thinking of creative ideas
enforcing rules and
regulations
interacting with people at
different levels
taking independent action
knowledge of concepts and
principles
conducting interviews
gathering information
providing discipline when
necessary
meeting new people
picking out important information
skillfully applying professional
knowledge
providing customers with service
Advising People: I currently provide advice to Tier I Information Technology technicians on a daily basis to
ensure they provide quality service to others.
Handling Complaints: I am responsible for handling customer complaints and call escalations in an IT call
center.
Coaching Individuals: I am responsible for coaching a team of up to eleven individuals to ensure they are
handling calls in the most efficient manner while providing excellent customer service. Additionally, I highlight
areas for improvement and assist with professional development goals such as IT certification.
Dispensing Information: I serve as a communication focal point where I must dispense vital information to the
technicians below me, and relay information to other departments and offices.
Investigating Problems: I perform identification of new IT issues and am responsible for investigating the
causes and then designing and implementing solutions.
Negotiating Conflicts: I am often faced with conflicts between customers and IT technicians. I am responsible
for working with each party to find an acceptable resolution.
Reading volumes of material: I performed many duties that require me to read detailed and long
documentation such as Air Force Instructions and Air Force Manuals. These are long and tedious documents
that must be read and understood.
Being thorough: I provide documentation of new and ongoing IT issues that require that I thoroughly include
as much detail as could possibly be relevant. This thoroughness ensures that issues are resolved in a timely
manner.
Running meetings: I am responsible for planning and holding biweekly training meetings.
Supervising employees: I currently supervise eight Tier I technicians performing call center duties. I have also
performed supervision of new security troops and supervised security shifts for my previous position in the
military.
Teaching/instructing others: My current position requires that I monitor and teach Tier I technicians as they
perform their duties. I handle biweekly training meetings and perform initial training during the onboarding
process.
Mediating between other people: When my subordinates have conflict I have served to mediate their
discussion of issues.
Reporting/Summarizing information: I am responsible for identifying new and potential IT issue trends and
to summarize and report them. I also must take the vast amount of government information in my complex
contract environment and summarize this information to present to new employees.
Supporting others: I am responsible for assisting others when needed. I serve as the help desk manager while
he is away or on vacation. I also step in and assist other technicians when they need assistance or support.
Encouraging others: I am responsible for monitoring the mental health of the help desk, identifying potential
issues, and working to resolve this issues. This has often included encouraging and motivating burnt out phone
technicians.
Maintaining accurate records: I am responsible for maintaining records for all programs under me.
Additionally, I have served as a Function Area Records Manager for a military unit. This involved ensuring that
others maintained all records in accordance with local and federal regulations.
Collaborating ideas: I frequently collaborate with other individuals to identify broken processes and work
towards improving these processes.
Making decisions: I constantly make decisions on how to handle potentially volatile or sensitive situations.
Preparing written communications: I am responsible for keeping the help desk manager, team leads, and site
manager update of all situations. This means I must prepare written communications to these individuals as well
as those outside our contract.
Developing a climate of enthusiasm, teamwork, and cooperation: I perform duties as a help desk supervisor
and have developed a climate of teamwork, cooperation, and enthusiasm to help our customers. Since obtaining
this position, our team has beat our target first call resolution rate by nearly fifteen percent while maintaining
average wait times over fifty percent below our service level agreement.
Maintaining emotional control under stress: A help desk environment is very stressful, however I must
maintain emotional control during very stressful situations as I make decisions that affect customer wait times
and mission delivery.
Providing customers with service: I have been providing excellent IT customer service for over five years. I
have received overwhelmingly positive feedback for this customer service.
