Information Technology Help Desk Analyst

Seneca Resources; Norcross (GA); On-site; USD 27,552 - 30,307; Part time

Benefits offered by this job

Competitive compensation

Extensive professional training

Opportunities for career advancement

Job summary

A leading IT services provider in Norcross, Georgia is seeking an entry-level Information Technology Help Desk Analyst. The candidate will provide first-level technical support, troubleshoot issues, and document resolutions. Required qualifications include a college degree and customer-focused mindset. Experience in help desk settings is preferred. Competitive compensation and opportunities for career advancement are offered in a contract role. Join a company that values diversity and fosters a strong corporate culture.

Qualifications

• 4+ years of help desk or call center experience.
• 1+ year of experience with incident/problem tracking tools.
• Experience with automated call distributor phone systems.

Responsibilities

• Provide first-level technical support and diagnose issues.
• Troubleshoot and resolve hardware, software, and network issues.
• Create and maintain Knowledge Base articles.

Skills

Customer-focused mindset

Verbal and written communication

Troubleshooting skills

Time management

Organizational abilities

Detail-oriented

Education

College degree or equivalent professional experience

HDI certification

ITIL Foundation certification

Tools

SQL

Linux systems

Active Directory

Microsoft Office 365

Job description

Information Technology Help Desk Analyst

Base pay range

$20.00/hr - $22.00/hr

Key Responsibilities

• Provide first-level technical support by answering inbound customer calls and diagnosing reported issues.
• Troubleshoot and resolve hardware, software, network (LAN/WAN), and application issues while partnering with customers to reach resolution.
• Confirm issue resolution and customer satisfaction before closing calls or tickets.
• Utilize the ServiceNow Knowledge Base to resolve issues; escalate appropriately to Support Analyst II or Development teams when necessary.
• Participate in issue “swarming” with Analysts and Developers to identify root causes and implement fixes or workarounds.
• Apply approved fixes or workarounds discovered through collaboration.
• Create and maintain Knowledge Base articles documenting resolutions, workarounds, and best practices.
• Identify potential software defects, document troubleshooting and root cause analysis, and assign incidents to the appropriate development track.
• Act as a customer advocate by de‑escalating concerns, providing clear communication, and ensuring timely resolution.
• Educate customers on proper use of supported hardware and software, including “how‑to” assistance.
• Maintain high ownership of incidents through accurate documentation, follow‑up, and case closure.
• Adhere to incident and call management policies, including accurate ticket categorization, prioritization, and communication.
• Dispatch hardware‑related issues to appropriate vendors.
• Notify leadership of network events, customer escalations, or dissatisfaction in a timely manner.
• Maintain compliance with attendance, scheduling, and quality assurance standards.
• Collaborate with team members to continuously improve support processes and customer satisfaction metrics.
• Keep management and support teams informed of emerging or recurring support issues.
• Perform additional duties as assigned.

Education

• College degree or equivalent professional experience required
• HDI certification (Support Center Analyst, Desktop Support Technician, or Customer Service) and ITIL Foundation certification preferred

Experience

• 4+ years of help desk or call center experience
• 1+ year of experience with incident/problem tracking or IT service management tools
• Experience with automated call distributor (ACD) phone systems
• Working knowledge of Knowledge‑Centered Support (KCS) principles
• Experience with SQL commands and basic database manipulation
• Familiarity with Linux systems (preferred)
• Experience troubleshooting network connectivity issues
• Experience with Active Directory and Microsoft Office 365 (preferred)

Required Skills and Abilities

• Strong customer‑focused mindset with a high sense of ownership
• Excellent verbal and written communication skills; ability to translate technical concepts for non‑technical users
• Proven troubleshooting, root cause analysis, and issue resolution skills
• Strong time management, organizational, and multitasking abilities
• Ability to work independently while contributing effectively in a team environment
• Detail‑oriented, self‑motivated, and deadline‑driven.

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.

Seniority level

Entry level

Employment type

Contract

Job function

Information Technology and Administrative

Industries

IT Services and IT Consulting and Office Administration