IT Help Desk Analyst

PSR Associates is a consulting and talent solutions firm that connects qualified IT professionals with great opportunities. Whether you're looking for a contract or permanent position, we can help you find the right fit for your skills and experience. We have a team of experienced recruiters who know the IT industry inside and out, and we work with you every step of the way to ensure a smooth and successful transition. PSR Connecting Talent, Crafting Success.

IT Help Desk Analyst

We are seeking an IT Help Desk Analyst to join our team. The selected candidate will work onsite in Conyers, GA.

Position Summary:
The IT Help Desk Analyst is responsible for providing exceptional technical and customer support in a high-volume call center environment. Under general supervision, the incumbent receives and resolves customer inquiries related to DDS Online Services account creation and access, identity verification for address change transactions, and the issuance of digital licenses.
This role requires strong analytical and problem-solving abilities, excellent communication skills, and a commitment to delivering outstanding customer service. The successful candidate must be capable of managing a high volume of calls while maintaining accuracy, efficiency, and customer satisfaction.

Key Responsibilities:

• Respond to and resolve customer inquiries regarding DDS Online Services accounts, identity verification processes, address change transactions, and digital license issuance.
• Handle an average of 65-90 customer calls per day while maintaining established service levels and quality standards.
• Provide exceptional customer service by professionally addressing complex customer issues and identifying effective solutions.
• Maintain accurate documentation and records of customer interactions and transactions.
• Demonstrate adaptability and a positive attitude in a fast-paced, evolving work environment.
• Respond professionally and promptly to inquiries from Executive Management, stakeholders, and business partners.
• Participate in task forces, project teams, and workgroups to support departmental and organizational initiatives.
• Build and maintain productive relationships with internal departments and external business partners.
• Contribute to continuous process improvement efforts and support organizational goals.
• Stay current on policies, procedures, and technology updates relevant to assigned responsibilities.

Minimum Qualifications:

• High School Diploma or GED.
• Two (2) years of full-time experience within the last seven (7) years providing call center support or customer service
• Proficiency with computer applications and standard business software.
• Strong verbal and written communication skills.
• Ability to effectively manage multiple priorities while maintaining a high level of customer service.

Preferred Qualifications:
Candidates who meet the minimum qualifications and possess one or more of the following will be given preference:

• Three (3) years of experience processing driver's license transactions.
• Five (5) years of experience in a high-volume call center environment.
• Four (4) years of customer service experience.
• Proficiency using Windows 11 and Microsoft Office applications.
• Experience working with identity verification or credential issuance processes.
• Demonstrated ability to troubleshoot and resolve customer issues efficiently.

Knowledge, Skills, and Abilities

• Excellent customer service and interpersonal skills.
• Strong problem-solving and critical-thinking abilities.
• Ability to communicate effectively with customers, management, and stakeholders.
• Strong organizational skills with attention to detail and accuracy.
• Ability to work independently and collaboratively in a team environment.
• Adaptability and willingness to embrace change in a dynamic workplace.

*** Please note that any false information on your resume or application could lead to the offer being withdrawn or even termination after hire.***