Job Title: Service Desk Analyst
Type: Contract
Location: 800 W. Washington St. Phoenix AZ 85007 United States
Mode: Onsite
We are seeking a proactive and customer-focused IT Help Desk Specialist to join our team of six, providing Tier 1 and Tier 2 escalation support. This role involves managing escalation tickets, resolving complex technical challenges, and ensuring timely responses to service requests. The ideal candidate is an IT generalist with expertise in desktop support, hardware troubleshooting, and a range of IT systems and tools.
Key Responsibilities
- Provide prompt and professional support for customer requests, prioritizing tasks effectively.
- Act as a technical escalation point for other Help Desk staff, resolving advanced configuration, hardware, and software issues independently.
- Document all interactions thoroughly and assist in managing the Help Desk queue.
- Troubleshoot and resolve issues related to hardware, software, and network systems, collaborating with internal and external IT resources when needed.
- Set up and configure new PCs, workstations, and identity management systems.
- Address common issues such as screen problems, password resets, OKTA-related challenges, and broken PCs.
- Analyze trends to identify opportunities for process improvement and waste reduction.
- Train Help Desk staff and foster a collaborative environment.
- Maintain confidentiality, manage customer expectations, and handle sensitive situations tactfully.
Required Skills
- Strong understanding of customer service principles and Helpdesk ticket management systems.
- Proficiency in Microsoft Windows OS, Google Workspace, Active Directory, and MS Administrative tools.
- Experience with client-server applications, backup software, SaaS/cloud products, VMware desktop virtualization, and hardware peripherals.
- Basic knowledge of computer networking and the OSI model.
Preferred Skills
- Familiarity with Salesforce (not mandatory).
Qualifications
- Required: High school diploma or equivalent; 2 years of hands-on Help Desk support experience.
- Preferred: 2-year degree in computer science or related discipline; a combination of 4 years of education and/or experience.
Additional Information
- Environment includes Google Workspace, Microsoft 365, Windows 11, and Microsoft domain systems.
About Seneca Resources:
Seneca Resources is a 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 Virginia, Alabama, Georgia, Florida and Texas that service clients throughout the United States.
We are an Equal Opportunity Employer and value the benefits of diversity in our workplace.