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IT Help Desk Analyst

4 hours ago

Norcross, Georgia, United States Seneca Resources Full time

Technical Support / Service Desk Analyst (Onsite)

Location:
Norcross, GA

Work Environment:
Onsite – Call Center

Position Overview

We are seeking a customer-focused
Technical Support / Service Desk Analyst
to provide inbound technical support in a fast-paced call center environment. This role is responsible for troubleshooting hardware, software, and network-related issues, ensuring high first-call resolution, and delivering an excellent customer experience while meeting defined service and quality metrics.

Key Performance Measures

  • Number of calls handled per hour
  • Percentage of escalated calls
  • Not-ready percentage
  • Call quality and compliance scores
  • Average handle time (AHT) / length of call
  • Team Customer Satisfaction Score (CSAT)
  • Team Service Level adherence

Key Responsibilities

  • Answer inbound technical support calls and accurately assess customer issues
  • Troubleshoot and resolve hardware, software, and network-related problems
  • Partner with customers to identify solutions and confirm resolution before call completion
  • Escalate unresolved issues to Tier II Support and/or Development teams using a swarming model
  • Apply fixes or workarounds identified during collaboration with Tier II/Developers
  • Create and update knowledge base articles documenting fixes and workarounds
  • Document software defects thoroughly and route incidents to the appropriate development track
  • De-escalate customer concerns and ensure a positive support experience
  • Educate customers on proper use of software and hardware
  • Act as a customer advocate and ensure issues are addressed with urgency
  • Maintain ownership of incidents through resolution and follow-up
  • Accurately document incidents, troubleshooting steps, and resolutions in the ticketing system
  • Follow ticket and call management policies, including prioritization and categorization
  • Report network events, customer escalations, and dissatisfaction to leadership promptly
  • Dispatch hardware-related issues to appropriate vendors
  • Assist customers with "how-to" questions and usage guidance
  • Maintain compliance with attendance and scheduling requirements
  • Collaborate with team members to continuously improve support processes and knowledge content
  • Keep management informed of emerging support issues
  • Perform other related duties as assigned

Required Experience & Qualifications

  • 4+ years of experience in a help desk or call center environment
  • College degree or equivalent work experience
  • 1+ year of experience using incident and problem management or ticketing systems
  • Experience working with automated call distributor (ACD) phone systems
  • Familiarity with knowledge-centered support (KCS) principles
  • Strong troubleshooting skills across hardware, software, and network connectivity issues
  • Experience supporting Microsoft Office products (O365 preferred)
  • Working knowledge of Active Directory

Preferred / Nice-to-Have Qualifications

  • HDI Certification (Support Center Analyst, Customer Service, or Desktop Support)
  • ITIL Foundation certification
  • Experience with ServiceNow or similar ITSM tools
  • Basic SQL knowledge and database querying
  • Familiarity with Linux systems
  • Experience supporting LAN/WAN and client connectivity issues

Required Skills & Abilities

  • Strong customer service mindset and professionalism
  • Excellent verbal and written communication skills
  • Ability to translate technical concepts to non-technical users
  • Strong root cause analysis and problem-solving skills
  • Effective time management and organizational abilities
  • Ability to work independently while collaborating within a team
  • Proven conflict management and de-escalation skills
  • Detail-oriented with a strong sense of ownership and accountability

Work Environment

This role is performed
onsite in a call center setting
and requires consistent interaction with customers via phone and ticketing systems.

If you are passionate about customer support, technical troubleshooting, and delivering high-quality service in a team-driven environment, we encourage you to apply.