IT Help Desk

IT Help Desk Analyst

Location: Norcross, GA

Work Environment: Call Center

Start Date: January 2026

Position Performance Measures

• Calls handled per hour

• Percentage of escalated calls

• Not-ready time percentage

• Call quality compliance

• Average call handle time

• Team Customer Satisfaction (CSAT)

• Team Service Level Agreement (SLA) performance

Key Responsibilities

• Provide first-level technical support by answering inbound customer calls and diagnosing reported issues.

• Troubleshoot and resolve hardware, software, network (LAN/WAN), and application issues while partnering with customers to reach resolution.

• Confirm issue resolution and customer satisfaction before closing calls or tickets.

• Utilize the ServiceNow Knowledge Base to resolve issues; escalate appropriately to Support Analyst II or Development teams when necessary.

• Participate in issue "swarming" with Analysts and Developers to identify root causes and implement fixes or workarounds.

• Apply approved fixes or workarounds discovered through collaboration.

• Create and maintain Knowledge Base articles documenting resolutions, workarounds, and best practices.

• Identify potential software defects, document troubleshooting and root cause analysis, and assign incidents to the appropriate development track.

• Act as a customer advocate by de-escalating concerns, providing clear communication, and ensuring timely resolution.

• Educate customers on proper use of supported hardware and software, including "how-to" assistance.

• Maintain high ownership of incidents through accurate documentation, follow-up, and case closure.

• Adhere to incident and call management policies, including accurate ticket categorization, prioritization, and communication.

• Dispatch hardware-related issues to appropriate vendors.

• Notify leadership of network events, customer escalations, or dissatisfaction in a timely manner.

• Maintain compliance with attendance, scheduling, and quality assurance standards.

• Collaborate with team members to continuously improve support processes and customer satisfaction metrics.

• Keep management and support teams informed of emerging or recurring support issues.

• Perform additional duties as assigned.

Experience, Education, and Qualifications

Education

• College degree or equivalent professional experience required

• HDI certification (Support Center Analyst, Desktop Support Technician, or Customer Service) and ITIL Foundation certification preferred

Experience

• 4+ years of help desk or call center experience

• 1+ year of experience with incident/problem tracking or IT service management tools

• Experience with automated call distributor (ACD) phone systems

• Working knowledge of Knowledge-Centered Support (KCS) principles

• Experience with SQL commands and basic database manipulation

• Familiarity with Linux systems (preferred)

• Experience troubleshooting network connectivity issues

• Experience with Active Directory and Microsoft Office 365 (preferred)

Required Skills and Abilities

• Strong customer-focused mindset with a high sense of ownership

• Excellent verbal and written communication skills; ability to translate technical concepts for non-technical users

• Proven troubleshooting, root cause analysis, and issue resolution skills

• Strong time management, organizational, and multitasking abilities

• Ability to work independently while contributing effectively in a team environment

• Professional phone etiquette and conflict management skills

• Detail-oriented, self-motivated, and deadline-driven.

About Seneca Resources:

Seneca Resources is client driven provider of strategic Information Technology consulting services and Workforce Solutions to government and industry. Seneca Resources is a leading IT services provider with offices in Reston, Virginia, Alabama and Columbia, Maryland that service clients throughout the United States. The key to our success lies within our strong corporate culture which drives our business. We challenge our staff through engaging work, and we reward our staff through competitive compensation, extensive professional training, and excellent opportunities for career advancement. In turn, we look for only the best and brightest to join our team. We are an Equal Opportunity Employer and value the benefits of diversity in our workplace.