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IT Technical Support Specialist

2 months ago

Chantilly, United States Seneca Holdings LLC Full time

Seneca Holdings, the business arm of the Seneca Nation, is the parent company of the Seneca Nation Group (SNG). The SNG portfolio of companies, our federal government contracting business unit, meet mission-critical needs of federal civilian, defense, and intelligence community customers across a variety of domains. To learn more visit our website here and follow us on LinkedIn.

The Seneca Holdings family of companies offer competitive compensation and a strong benefits package including comprehensive medical and dental care, matching 401K, paid time off, flexible spending accounts, disability coverage, and other benefits that help provide financial protection for you and your family. We pride ourselves on our collaborative work environment and culture which embraces our mission of providing financial and non-financial benefits back to the members of the Seneca Nation.

Seneca Holdings is seeking an IT Technical Support Specialist (Helpdesk Tier 1/2) to join our team, who can manage and resolve employee IT issues and maintain our cloud-based suite of applications and tools. The IT Helpdesk Support Specialist will also assist customers with providing customer support to distributed, remote, and onsite PC/networking environments including installation, testing, repair, and troubleshooting PCs, printers, other computer peripherals and technical support for company mobile devices.

Summary of Location and Hours:

  • Hybrid Position - onsite in Chantilly Virginia USA and telework as directed.
  • Monday - Friday approximately 8:00 am to 5:00 pm EST. Most service is provided during normal business hours. That being said, Seneca Holdings and its subsidiaries supports employees and locations all over the world, in many time zones. Planned work schedules to include nights and weekends may be necessary. Requirements for on call support coverage and working hours are also possible.

Responsibilities include, however, are not limited to:

  • Provide IT support services to customers for resolving technical issues or training in a timely, courteous, and professional manner including:
    • Hardware issues including laptops, desktops, phones, mobile devices, printers, other peripherals; and
    • Software issues including Windows OS, O365, Microsoft Teams, SharePoint and various desktop and SaaS software applications.
  • Escalate and effectively communicate technical issues and status of support efforts to various teams and/or service providers as directed.
  • Prioritize customer requests, follow-up, and track through to resolution. This includes creating and attaching documentation, routinely and accurately updating the ticketing system and the service requestor.
  • Facilitate the deployment, tracking, inventory, and monitoring of company electronic devices including but not limited to laptops, monitors, printers and mobile devices.
  • Perform the installation of approved desktop software and SaaS system configurations.
  • Test, troubleshoot, and install printers, and other peripherals.
  • Test and troubleshoot networking equipment.
  • Assist with updating security software and services.
  • Serve as coordinator between customers, IT Department and service providers.
  • Participate in the evaluation of current and new system configuration and software.
  • Participate in revising the Technical Support Standard Operating Procedure documents.
  • Participate in Disaster Recovery testing, planning and execution of the plans as needed.
  • Participate in Security incident handling.
  • Participate in audit and compliance related tasks.
  • Communicate reported or discovered issue trends, major security events and Information Security incidents with appropriate management staff, as soon as identified.
  • Monitor voicemail for calls from customers received outside normal hours of operation, adding any request to the Help Desk Call Tracking system.

Basic Requirements:

  • Bachelor's Degree and three (3) years of Help Desk Analyst or equivalent experience OR Associate's Degree and five (5) years of Help Desk Analyst or equivalent experience.
  • IT Certification Requirements: CompTIA A+, Network+ or Security+.
  • One or more Microsoft Office 365 Certifications or trainings such as Developer Associate, Modern Desktop Administrator Associate, Teamwork Administrator Associate, Fundamentals or Enterprise Administrator.
  • Must have demonstrated strength in managing customer expectations, task prioritization, and daily interface with customers.
  • Computer support and operations skills with proficiency in MS Office applications.
  • Prior experience with IT Helpdesk environments, hardware and software inventory and deployment.
  • Effective oral and written communication skills for working within a team environment both on site, in person and remote.
  • Must have strong work ethic, acting with a sense of urgency on behalf of customers.
  • Demonstrated ability to effectively communicate and support team members to assist and resolve customer IT issues.
  • Able to effectively handle multiple assignments under extreme time constraints and high stress conditions.
  • Self-starter: bias for action, results oriented.
  • Ability to work effectively to meet deadlines.
  • Ability to work effectively with and for a diversified work force.

Desired Qualifications:

  • Specific experience in Department of Defense environments is a plus. A US Government clearance is not required.
  • Advanced training - administration of Microsoft O365 based applications and suites.

Diversity, Equity & Inclusion Statement:

The Seneca Holdings family of companies is committed to building an inclusive work environment that encourages, supports, and celebrates the diversity of our employees. We recognize that an inclusive corporate culture improves how we support our customers and also improves the collective impact we can make in our communities.

Equal Opportunity Statement:

Seneca Holdings provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex/gender, sexual orientation, national origin, age, disability, marital status, genetic information and/or predisposing genetic characteristics, victim of domestic violence status, veteran status, or other protected class status. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation and training. The Company also prohibits retaliation against any employee who exercises his or her rights under applicable anti-discrimination laws. Notwithstanding the foregoing, the Company does give hiring preference to Seneca or Native individuals. Veterans with expertise in these areas are highly encouraged to apply.