We are seeking a dedicated, bilingual Help Desk Support Analyst to join our team in Conyers, Georgia. This role is responsible for providing high-quality technical assistance to both internal and external customers in a fast-paced, high-volume call center environment. You will act as the first point of contact for technical issues, resolving tier-one inquiries and managing escalations for more complex problems.
Note: This position is strictly onsite in Conyers, Georgia. Candidates must be fluent in both English and Spanish.
Technical Support: Troubleshoot and resolve hardware, software, and connectivity issues for internal users and assist external customers with password resets, account management, and mobile driver's license provisioning.
Call Center Operations: Handle a high volume of inbound calls, providing exceptional customer service even in difficult situations.
Ticket Management: Monitor queues, assign tickets to appropriate support staff, and manage escalations to second-tier support or senior management to ensure timely resolution.
System Maintenance: Oversee the daily performance of systems, conduct computer diagnostics, and perform minor hardware/software repairs as needed.
| Skill Requirement | Experience Required |
| Bilingual (English/Spanish Fluency) | Required |
| IT Help Desk / Call Center Experience | 2+ Years |
| Helpdesk Technician (Outlook, MS Office, Win 7/10, Active Directory) | 2+ Years |
| Ticket Queue Monitoring & Escalation Management | 2+ Years |
| Hardware/Software Installation & Minor Repairs | 2+ Years |
| Vocational/Technical Degree (Computer Tech/Applications) | Required |
| Knowledge of Apple iOS | Desirable |
Experience: At least 6 months of call center experience in a customer-facing role.
Technical Proficiency: Hands-on experience with Microsoft Windows environments, MS Office, and Active Directory.
Problem-Solving: Ability to investigate technical issues systematically and see tickets through to completion.
Communication: Strong verbal communication skills in both English and Spanish to interact effectively with diverse customer groups.