IT Technical Support Specialist (Helpdesk Tier 1/2)

Job Sector: Computer Help Desk

IT Technical Support Specialist (Helpdesk Tier 1/2)


  • Sector / Category : Computer Help Desk
  • Is Job Remote : Job is Remote
  • Employment Type : FULLTIME
  • Employer Name : Seneca Holdings
  • Employer Location : Chantilly
  • Country : US
  • Minimum Salary : Not declared
  • Maximum Salary : Not declared
  • Salary Currency : US
  • Date Posted : Jul 21st, 2022
  • Listing source : Glassdoor

Seneca Holdings is part of the Seneca Nation Group (SNG) portfolio of companies. SNG is the federal government contracting business wholly owned by the Seneca Nation of Indians. SNG meets mission-critical needs of federal civilian, defense, and intelligence community customers across a variety of domains. To learn more visit and follow us on LinkedIn. The Seneca Nation Group companies offer competitive compensation and a strong benefits package including comprehensive medical and dental care, matching 401K, paid time off, flexible spending accounts, disability coverage, and other benefits that help provide financial protection for you and your family. We pride ourselves on our collaborative work environment and culture which embraces our mission of providing financial and non-financial benefits back to the members of the Seneca Nation. Seneca Holdings is seeking a IT Technical Support Specialist (Helpdesk Tier I/II) in Chantilly Virginia. The objective of this work is to manage and resolve employee IT issues and maintain our cloud-based suite of applications and tools. The IT Helpdesk Support Specialist will also assist customers with providing customer support to distributed, remote, and onsite PC/networking environments including installation, testing, repair, and troubleshooting PCs, printers, other computer peripherals and technical support for company mobile devices. Responsibilities include, but are not limited to: • Provide IT support services to customers for resolving technical issues or training in a timely, courteous, and professional manner including: • Hardware issues including laptops, desktops, phones, mobile devices, printers, other peripherals; and • Software issues including Windows, O365, Microsoft Teams, SharePoint and various desktop and SaaS software applications. • Escalate and effectively communicate technical issues and status of support efforts to various teams and/or service providers as directed. • Prioritize customer requests, follow-up, and track through to resolution. This includes creating and attaching documentation, routinely and accurately updating the ticketing system and the service requestor. • Facilitate the deployment, tracking, inventory, and monitoring of company electronic devices including but not limited to laptops, monitors, printers and mobile devices. • Perform the installation of approved desktop software and SaaS system configurations. • Test, troubleshoot, and install printers, and other peripherals. • Test and troubleshoot networking equipment. • Assist with updating security software and services. • Serve as coordinator between customers, IT Department and service providers. • Participate in the evaluation of current and new system configuration and software. • Participate in revising the Technical Support Standard Operating Procedure documents. • Participate in Disaster Recovery testing, planning and execution of the plans as needed. • Participate in Security incident handling. • Participate in audit and compliance related tasks. • Communicate reported or discovered issue trends, major security events and Information Security incidents with appropriate management staff, as soon as identified. • Monitor voicemail for calls from customers received outside normal hours of operation, adding any request to the Help Desk Call Tracking system. Basic Qualifications: • Bachelor's Degree and three (3) years of Help Desk Analyst or equivalent experience OR Associate's Degree and five (5) years of Help Desk Analyst or equivalent experience. • IT Certification Requirements: CompTIA A+, Network+ or Security+. • One or more Microsoft Office 365 Certifications or trainings such as Developer Associate, Modern Desktop Administrator Associate, Teamwork Administrator Associate, Fundamentals or Enterprise Administrator. • Must have demonstrated strength in managing customer expectations, task prioritization, and daily interface with customers. • Computer support and operations skills with proficiency in MS Office applications. • Prior experience with IT Helpdesk environments, hardware and software inventory and deployment. • Effective oral and written communication skills for working within a team environment both on site, in person and remote. • Must have strong work ethic, acting with a sense of urgency on behalf of customers. • Demonstrated ability to effectively communicate and support team members to assist and resolve customer IT issues. • Able to effectively handle multiple assignments under time constraints and high stress conditions. • Self-starter: bias for action, results oriented. • Ability to work effectively to meet deadlines. • Ability to work effectively with and for a diversified work force. Desired Skills: • Specific experience in Department of Defense environments is a plus. A US Government clearance is not required. • Advanced training – administration of Microsoft O365 based applications and suites. Diversity, Equity & Inclusion Statement: The Seneca Nation Group (SNG) family of companies is committed to building an inclusive work environment that encourages, supports, and celebrates the diversity of our employees. We recognize that an inclusive corporate culture improves how we support our customers and also improves the collective impact we can make in our communities. Equal Opportunity Statement: Seneca Nation Group (SNG) provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex/gender, sexual orientation, national origin, age, disability, marital status, genetic information and/or predisposing genetic characteristics, victim of domestic violence status, veteran status, or other protected class status. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation and training. The Company also prohibits retaliation against any employee who exercises his or her rights under applicable anti-discrimination laws. Notwithstanding the foregoing, the Company does give hiring preference to Seneca or Native individuals. Veterans with expertise in these areas are highly encouraged to apply. COVID-19 Workplace Safety Policy: SNG has implemented a COVID-19 Workplace Safety policy to comply with recently implemented U.S. government requirements. Our COVID-19 Workplace Safety policy requires all employees to be fully vaccinated or receive an accommodation under the policy by the deadline defined in the requirements. Consistent with available guidance, SNG recognizes accommodations to the COVID vaccine requirements for sincerely held religious beliefs or medical reasons, including because the individual is pregnant or attempting to become pregnant. All accommodation requests must be submitted to the SNG Human Resources department. SNG will continue to monitor the guidance and update this policy as appropriate.

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