Overview
Skills
Job Details
Position Description:
We are seeking a Help Desk Analyst to join our Store Support team in Norcross, GA. In this role, you will provide first-level technical support for retail store systems, applications, and hardware. You’ll troubleshoot issues, resolve incidents, and ensure a seamless experience for end-users across multiple locations.
This position is ideal for professionals who thrive in a fast-paced environment, have strong problem-solving skills, and are passionate about delivering exceptional customer service.
Key Responsibilities:
- Answer inbound technical calls and resolve issues promptly
- Troubleshoot hardware, software, and network connectivity problems
- Use ServiceNow to document, track, and manage incidents
- Apply fixes or workarounds discovered during collaboration with senior analysts and developers
- Create and update knowledge base articles for recurring issues
- Escalate unresolved issues to appropriate teams and follow up to ensure resolution
- Provide “how-to” guidance and training for store associates
- Maintain compliance with ticket and call management policies
- Ensure positive customer experience by de-escalating concerns and instilling confidence in resolutions
Required Skills/Education:
- 4+ years of experience in a help desk or call center environment
- College degree or equivalent work experience
- Strong customer service and communication skills
- Familiarity with incident and problem-tracking systems (ServiceNow preferred)
- Experience troubleshooting network-related issues and Active Directory
- Proficiency with Microsoft Office 365 products
- Ability to work independently and meet deadlines
Preferred Qualifications:
- HDI or ITIL Foundations certification
- Experience with SQL commands and database manipulation
- Familiarity with Linux systems
- Knowledge of automated call distributor phone systems
- Understanding of Knowledge-Centered Support (KCS) principles
Why Join Us?
- Competitive pay and benefits
- Career growth opportunities in IT and technical support
- Inclusive and collaborative work environment
- Exposure to enterprise-level systems and technologies
About Seneca Resources
At Seneca Resources, we are more than just a staffing and consulting firm, we are a trusted career partner. With offices across the U.S. and clients ranging from Fortune 500 companies to government organizations, we provide opportunities that help professionals grow their careers while making an impact.
When you work with Seneca, you’re choosing a company that invests in your success, celebrates your achievements, and connects you to meaningful work with leading organizations nationwide. We take the time to understand your goals and match you with roles that align with your skills and career path. Our consultants and contractors enjoy competitive pay, comprehensive health, dental, and vision coverage, 401(k) retirement plans, and the support of a dedicated team who will advocate for you every step of the way.
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.