Help Desk Technician

Location: Richmond, VA
Date Posted: 06-05-2018
Position Title: Help Desk Technician
  • Location: Richmond, VA
  • Security Clearance Type: N/A
  • Work Status: US
  • Position Status: Contract to Hire
  • Compensation: 40K
  • Position Description: Our client is looking for Help Desk Technician for a position located in Richmond, VA.  The Service Desk Technician is responsible for receiving and triaging first reports of technical related issues or request. The Technicians should attempt to resolve as many incidents and requests during the first contact before escalating to a higher tier support group. All interactions will be clearly documented in the IT Management System along with the incidents status, solutions and appropriate categorization.
Qualifications + High School Diploma or General Education Degree (GED), or any combination of education and experience which would provide an equivalent background + 2 years in a Customer Service type call center role required.
  • 1 year in a technical troubleshooting role for hardware and or software, Service Desk or NOC preferred.
  • Proficient with windows operating system, windows 7 or greater and a minimum of typing 55 WPM.
  • Experience with technical ticketing systems and escalation routing of customer request or issues.
  • Possess excellent verbal, reading, writing, and comprehension skills + Knowledgeable of computers systems and of basic networking systems
  • Experienced in Microsoft networking and file sharing + Ability to prioritize many competing tasks, deal effectively with conflict and provide hands-on assistance to customers as needed
Experience, and/or proficiency with MS Office is a plus + Must be available for On-Call status as required + Must be able to comply with all company policies, rules, procedures and Code of Conduct + Must be able to interact well with others + Must be able to work independently, or in a team setting + Must be capable of working under tight time constraints in a high volume environment with multiple priorities + Must be able to lift approximately 10-15 lbs., or more if required by the essential functions of the job + Responds well to questions; Ability to read, interpret and comply with written information and documents such as safety rules, operations / procedure manuals and maintenance instructions with a high comprehension
  • Required Skills: Provide quality technical assistance, support and education for incoming queries and issues related to computer systems, software, hardware and technical business processes.
  • Quickly and correctly troubleshoot and resolve common issues and frequently asked requests.
  • Accurately enter all customer and system interactions into Service Desk ticketing program and ensure correct routing and communication of escalated events.
  • Meet or exceed and maintain the teams attendance, phone and quality assurance metrics + Continuously provide exceptional customer service via the companys communication channels by delivering accurate information, direction and quality documentation of the customers needs or issue.
  • Adhere to policies and procedures addressing problem identification, documentation, routing, escalation and resolution.
  • Constantly maintain a professional interaction with all contacts and ensure high communication.
  • Communicate undocumented issues and resolutions to aid the growth of the teams knowledge base files.
  • Regular attendance is required + This is not an all-inclusive list of job requirements and/or duties and may not contain all capabilities necessary to perform the job at all times due to circumstances; Operational, safety and other needs may require the employee to perform any and all other duties as assigned; Employees are expected, and must be able to perform all such duties and tasks
  • and concentration level to include the ability to meet deadlines + Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check + Must be authorized to work in the United States
  • 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.
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