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Help Desk Technician

Company: Seneca Resources, LLC
Location: Norfolk
Posted on: March 28, 2020

Job Description:

The Service Desk Technician answers, evaluates, and prioritizes incoming telephone and e-mail requests for assistance from customers experiencing problems with hardware, software, networking, and other computer-related technologies. This position requires technical knowledge and troubleshooting experience and aptitude. The ability to learn and adapt quickly is needed to be successful. Job Responsibilities In addition to following company policies and procedures, principal accountabilities include, but are not limited to bull Software, hardware, networking troubleshooting skills. bull Broad knowledge of computer, networking and software fundamentals. bull Provides quick, responsive, high quality and consistent service. bull Proficiency with mainstream commercial off-the-shelf (COTS) products such as Microsoft Office, Lotus Notes, Adobe Acrobat, and others. bull Log and track calls using incidentproblem management database , and maintain history records and related incidentproblem documentation. bull Read, write, interpret andor verbally communicate to solicit or explain complex or technical information using simple verbiage. bull Must be customer focused, a team player, and able to work on multiple tasks with minimal supervision. bull Keeps internal customers productive and performing at the highest possible level possible. Education and Experience Required High School Diploma or equivalent May hold 2 year post-high school Degree (technical field) May hold Bachelors degree May hold entry level certification(s) in field of work. Typically, 3-5 years of working experience in related fields Possess 8570 certification Able to gain Secret Clearance. Knowledge and Skills T1 agent technical call center skills Superior skills in both written and verbal communication Experience in customer facing role either remote or face to face Problem solving skills Accuracy in data entry Excellent fluency in language to be supported. Experience in a phone based remote role, esupport, e-chat or similar Familiarity with computer technology Knowledgeable in call routing and case management processes as well as case logging systems and obligation systems Understands internal processes and tools Knowledge of Knowledge Management Systems and appropriate documentation to the system This role is located off the Norfolk Naval Base.

Keywords: Seneca Resources, LLC, Norfolk , Help Desk Technician, Professions , Norfolk, Virginia

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