Service Coordination- Level 1 Helpdesk

Location: Birmingham, Alabama
Date Posted: 07-27-2017
Position Name: Service Coordination- Level 1 Helpdesk
Position Type: Part time/Hourly or Full time/Salary
Reports to: Service Manager
General Description:

The function of this position is to provide Level 1 technical support for client computer systems and applications to local and remote users. The position is forty (40) hours per week with a schedule of Monday thru Friday 8am to 5pm with one (1) hour for mealtime.
Main Job Tasks and Responsibilities:
  • Answers, evaluates, and prioritizes incoming telephone, voicemail, email, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
  • Investigates and resolves clients’ software and hardware problems in a fast paced, high demand environment
  • Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to upper level network consultants
  • Logs and tracks all calls using ticket tracking system
  • Assists in software and hardware upgrades and new installations
  • Install personal computers, software, and peripheral equipment
  • Perform installations and changes to users’ workstations and assign requests to other technical staff members as needed
  • Assists in spyware and virus removal
  • Enters pertinent resolution information and procedures to knowledge base
  • Trains users on software and hardware on-site as required
  • Documents procedures as required
  • Maintains moderate level of proficiency in software and applications supported by IT
  • Assists in miscellaneous tasks as needed
Education, Experience, and Knowledge:
  • A+ certification desired
  • Proficient in MS Windows, MS Office, and MS Server
  • Must have previous Help-Desk / In-bound Call Tech experience
Key Competencies:
  • Knowledge of computer hardware and networking
  • Excellent communication skills and documentation skills
  • Excellent customer service skills
  • Punctual and professional
 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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