Position Title: Service Desk Analyst

Location: Dallas, TX

Clearance Requirements: Public Trust

Position Status: Contract

Pay Rate: $20

Must:

• Location: Daily work will be remote BUT applicant must be located within driving distance of Dallas, Texas to be able to go on-site as needed.
• This is for a day position working 8:00 am ET to 8:00 pm ET.
• Ability to pass enhanced background screen (criminal, financial, drug) for Public Trust clearance.

Description:

• The Service Desk Agent is an entry-level position providing first-level IT support for service requests and incident resolution.
• This position is in a 24 x 7x 365 environments, working various day and/or evening shifts and provides onsite business support by answering or making outbound customer calls, monitoring operational dashboards and group email inbox to create, resolve and/or escalate operational incidents and service requests.?
• Familiarization or use of established Incident Management Process and Procedures must be adhered to when classifying, prioritizing, and escalating incidents.
• Level 1 support
• Email handling. Ensure timely review and action of email in the Service desk mailboxes
• Familiarity with outlook and the ability to organize and process a large volume of email.
• Phone call handling
• Phone login and logout compliance when on shift.
• Login and be available to take calls at the start of the shift. Utilize the appropriate phone codes when not actively taking customer calls.
• Ensure when shift over, logged out of phone
• Demonstrate professional conversation during customer calls
• Operation Bridge Manager (OBM) monitoring
• Adhere to documented instructions within the alert
• Create incident ticket and assign to the appropriate group
• Escalation for alert handling and high priority incidents
• Utilize Everbridge for handling escalation procedures
• Invoke the appropriate Everbridge template for escalation
• Ensure escalation actions are documented in incident tickets.
• Incident ticket (create, update) & manage lifecycle of incident prioritization
• Data integrity of incident record (categorization tab, resolution details, assignment, etc.)
• Proactive contacts for incidents about to breach Service Level Agreements (SLA)
• Incident restoral and closure

About Seneca Resources:

Seneca Resources is a 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 Virginia, Alabama, Georgia, Florida and Texas that service clients throughout the United States.

We are an Equal Opportunity Employer and value the benefits of diversity in our workplace.