Job Details
Provide technical support to customers for a wide range of computer-related issues. Actively listen to customer problems and be able to document them appropriately. Ability to diagnose, problem-solve and resolve customer issues. Follow-up with customer to ensure problem has been resolved.
Update the knowledge base with process changes and recommended solutions. Requires experience and understanding of technical infrastructure and the ability to know limitations and be able to escalate more complex problems when appropriate.
Qualifications
A High School Diploma or equivalent, plus a minimum of 1 years of experience.
College experience is a plus.
- Prior Help Desk experience preferred, extensive knowledge of MS Office (2007 to present) beyond basic personal use required.
- Familiarity with technical infrastructure to include LAN s, WAN s, and servers.
- Experience with virtual private networking is a plus.
- Respond to inquiries from customer regarding request, incidents or problems.
- Document all aspects of the interaction in the ticketing system.
- Maintain a pleasant demeanor with all customers.
- Immediately escalate any issue identified as security related.
- Ability to conduct meaningful Knowledge Base searches in order to pull the correct information for the problem presented.
- Show respect and courtesy to every customer/s.
- Ability to remain calm and focused when dealing with difficult customers.
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.