Information Technology Help Desk

Position Title

Technical Support Specialist (Help Desk)

Norcross, GA (Onsite – Call Center Environment)

$20.00/hr - $22.00/hr

(Full Time / Contract / Contract-to-Hire)

We are seeking a highly skilled Technical Support Specialist to join our fast-paced call center team in Norcross, GA. This position involves providing exceptional Help Desk technical support, troubleshooting issues, and ensuring a positive customer experience. The ideal candidate excels at resolving technical problems, managing a high call volume, and delivering clear communication and accurate troubleshooting steps.

• Number of calls handled per hour
• Percentage of escalated calls
• Ability to meet quality call requirements

• Answer inbound technical questions and diagnose customer issues related to hardware, software, LAN/WAN connectivity, and system access.
• Troubleshoot problems, apply solutions, and confirm successful resolution before ending the call.
• Utilize the Service Now Knowledge Base; when needed, collaborate (“swarm”) with Support Analyst II or Development teams for advanced troubleshooting.
• Apply fixes or workarounds identified during collaboration.
• Create new knowledge base articles documenting solutions and troubleshooting steps.
• Document software defects thoroughly and assign incidents to the appropriate development track.
• Ensure customer satisfaction by de-escalating concerns, providing guidance, and delivering professional communication.
• Maintain full ownership of incidents, ensuring accurate categorization, urgency levels, and timely updates.
• Follow ticket management and call handling policies to meet service level expectations.
• Report network events immediately and elevate customer issues to leadership when necessary.
• Support quality improvement initiatives and contribute to refining support processes.
• Participate in Knowledge-Centered Support (KCS) by adding and updating knowledge articles.
• Dispatch hardware-related problems to appropriate external vendors.
• Assist customers with “How-To” questions.
• Contact external customers to strengthen communication and satisfaction.
• Perform additional job-related duties as assigned.

• 4 years of Help Desk or call center experience required
• College degree or equivalent experience required
• ITIL Foundations certification is a plus

• 1+ year of experience using incident or problem-tracking systems (Service Now preferred)
• Experience with SQL commands and database manipulation
• Experience with automated call distributor (ACD) phone systems
• Knowledge of KCS (Knowledge-Centered Support) practices
• Familiarity with Linux systems preferred
• Experience troubleshooting network connectivity issues
• Experience with Active Directory and Microsoft Office 365 preferred

• Strong customer focus and service orientation
• Excellent troubleshooting and root-cause analysis skills
• Strong listening, documentation, and follow-up skills
• Ability to translate technical information to non-technical users
• Strong verbal and written communication skills
• Effective time management and attention to detail
• Ability to work both independently and collaboratively
• High sense of self-motivation and accountability
• Onsite call center environment located in Norcross, GA

Seneca Resources is proud to be an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace where all qualified individuals are encouraged to apply.