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# IT Help Desk

- **Company:** Seneca Resources
- **Location:** Norcross, GA, United States
- **Contract:** Permanent contract
- **Skills:** Active Directory, Linux, Network Troubleshooting, Microsoft Office, SQL Databases, Wide Area Networks, Servicenow
- **Published:** June 1, 2026
- **Apply:** https://public-rest40.bullhornstaffing.com/rest-services/R0SYP/query/JobBoardPost?where=id=47070&fields=id,title,publishedCategory(id,name),address(city,state),employmentType,dateLastPublished,publicDescription,isOpen,isPublic,isDeleted

## About the Role

* College degree or equivalent professional experience required
 * HDI certification (Support Center Analyst, Desktop Support Technician, or Customer Service) and ITIL Foundation certification preferred, * 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), * 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.

## Description

* 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.


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