Senior Help Desk Analyst

Location: Washington, DC
Date Posted: 10-02-2017
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 and Richmond, Virginia and Birmingham, Alabama 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.

Position:  Senior Help Desk Analyst
Compensation: Extremely Competitive
Location: Washington, DC
Clearance: Public Trust

  • Check, validate and complete customer contact information submitted in tickets
  • Reassign tickets to appropriate queue: SOA, SED, correct analyst, etc.
  • Monitor the ticket queues on a daily basis. Assess the requirement and assign the ticket. Responsible for generating a daily report on the status of tickets
  • Be familiar with the service level agreements and the proper response times to call customers back on assigned tickets that appear to need more information
  • Notify the manager and EUS manager when tickets have failed the service level agreements. Ensure that tickets potentially about to violate established SLAs are identified and corrected
  • Review personnel resources on a daily basis to determine who tickets can be assigned to on a given day. If enough resources are not available the manager and EUS manager will be notified
  • Provide advice on potential process improvement for general ticket and queue management
  • Perform spot checks on tickets, checking for work log details, completeness of information, resolution details and client communication
  • Perform spot checks on emails in mailbox of current and previous week to ensure tickets have been created correctly and have the appropriate level of detail
  • Ensure target dates are being met for tickets currently open

Minimum Education and Experience:
Bachelor's Degree and 2 years work experience or equivalent experience 

Required Skills and Education:
  • Write initial and update existing Service Desk documentation using a ticketing system such as Remedy or HEAT
  • Troubleshoot, document and, if unable to resolve, transfer incident to Desktop Initiative Tier II or back to the appropriate customer Service Center (as appropriate)
  • Resolving a wide range of system issues, troubleshooting software, hardware, and network issues
  • Flexibility and the desire to learn on the fly is a must
  • 2-5 years working in a IT support environment
  • 2-5 years’ experience of basic troubleshooting of Microsoft based products
  • Excellent Verbal and Written Skills
  • Excellent Customer Relationship Skills

Preferred Skills and Education:
  • 2-5 years or more of experience answering high volume help desk technical calls.
  • ITIL Foundations certifications
  • A+ certification
  • Security+ certification
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