Job Details
Seneca Resources is seeking a Field Support Technician to join our team supporting the Centers for Disease Control and Prevention (CDC) Service Desk in Hyattsville, MD.
In this role, you provide some phone support troubleshooting technical problems and advising users on the appropriate action for resolution on a wide range of technologies and issues, but most support will be in person. The right candidate will have impeccable attendance, excellent communication skills and be highly skilled in multi-tasking.
The position is for full time employment and will be based at the CDC's office at Hyattsville, MD campus.
RESPONSIBILITIES
- Provide outstanding customer support assistance via phone and email in Windows 10
- Take incoming customer requests over the telephone, log calls into the ticket tracking system and resolve the technical issues in a timely manner.
- Meet SLAs in a high volume call center environment.
- Utilize solid MS Office 365 Outlook
- Provide extensive support to remote customers utilizing Citrix and troubleshooting remote access problems effectively.
- Perform some network administration tasks, including creating new users, assigning rights, resetting passwords in Active Directory, etc.
- Troubleshoot desktops, laptops, tablets, and mobile devices - Android, iPhone or iOS devices
QUALIFICATIONS
Required Skills / Experience:
- High School Diploma or GED and 3+ years of IT related experience troubleshooting hardware and software, and connectivity issues
- IT Helpdesk/User Support experience to include 100% telephone support for local & remote customers using Windows 10/Office 2016 (preferably in a high volume IT call center environment)
- Familiarity with a SLA driven environment
- Experience troubleshooting Windows 10, MS Office 365 Outlook
- Experience troubleshooting general networking, wireless , and connectivity problems; and knowledge/experience with remote desktop and VPN
- Experience troubleshooting printers, desktops, laptops, tablets, and mobile devices such as Android, iPhone or iOS device, Apple/Mac
- Knowledge of a Ticketing System
ATTRIBUTES FOR SUCCESS
- Professional customer service skills with the proven ability translate technical findings
- Highly skilled in multi-tasking
- Excellent communication skills
- Critical thinking skills and ability to troubleshoot
- Impeccable attendance record
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.