IT Help Desk Analyst

This range is provided by Seneca Resources. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$20.00/hr - $22.00/hr

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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)
• Experience with Service Now 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

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.

Seniority level

Mid‑Senior level

Employment type

Contract

Job function

Information Technology

Industries

IT Services and IT Consulting and Automation Machinery Manufacturing

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