Help Desk Analyst 1

Title/Role: GA DDS Help Desk Analyst 1

Worksite Address: 2206 East View Parkway

Conyers, GA 30013

Max Pay Rate: $20.00

Work Arrangement: Hybrid

Agency Interview Type: Either Webcam Interview or In Person

Engagement Type: Contract

NOTE: Applications with resumes in PDF Format will be automatically rejected. Only Word format resumes will be considered.

Short Description:

Under direct supervision, assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise.

Complete Description:

LOCAL CANDIDATES

*This position is located at DDS Headquarters in Conyers, Georgia*
*MUST be Bilingual, Spanish*
**Do NOT submit candidate previously submitted to #762935**
*MUST have Call Center exp*

Provides technical assistance to both internal and external customers for tier one issues. This position requires handling a high volume of calls in a call center environment focused on customer service.

Internal customer support involves troubleshooting hardware, software, and connectivity issues. The Analyst will be responsible for escalation to the appropriate second tier support, opening tickets with various vendors, and escalation to Senior level management.

External customer support ranges from general website support, assistance with password resets, online account management and the provisioning of mobile driver's licenses. The Analyst will be expected to provide a high level of customer service while handling a large volume of calls and difficult situations all the way to completion of the ticket.

Job Responsibilities
Oversee the daily performance of computer systems and applications.
Answer user inquiries regarding computer software or hardware operation to resolve problems.
Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets until resolved.
Confer with users or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Minimum Qualifications:
High School diploma or GED
Six months of experience handling customers, questions, complaints, and/or providing information in a call center environment.


Preferred Qualifications
2+ years experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10.
Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college
Knowledge of Apple iOS

This position is located at DDS Headquarters in Conyers, Georgia.