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IT Help Desk Call Support

Crescens Inc.

Conyers, GA

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JOB DETAILS
SKILLS
Analysis Skills, Call Centers, Call Volume, Computer Hardware, Computer Software, Computer Systems, Customer Service Management, Customer Support/Service, Driver's License, Hardware Administration, Hardware Repair, Help Desk, Identify Issues, Microsoft Active Directory, Microsoft Office, Microsoft Outlook, Microsoft Windows 7, Microsoft Windows Operating System, Multilingual, Performance Analysis, Peripheral Hardware, Problem Solving Skills, Quality Management, Resolve Customer Issues, Service Level Agreement (SLA), Software Administration, Spanish Language, Technical Support, Time Management, User Interface/Experience (UI/UX), iOS
LOCATION
Conyers, GA
POSTED
2 days ago
Title: IT Help Desk Call Support
Location: Conyers, GA (Onsite)
Duration: 6+ months
Notes:
  • In Person interview only
  • Onsite work arrangement

Position Overview

Location

  • DDS Headquarters, Conyers, Georgia (Onsite)
  • Local candidates only

Work Requirements

  • Bilingual: Spanish required
  • Must have IT Help Desk / Call Center experience
  • High-volume call center environment

Job Overview

Under direct supervision, the Analyst provides Tier 1 technical support to internal and external customers. Issues beyond Tier 1 scope are escalated to Tier 2 or appropriate vendor support. The role focuses heavily on customer service, ticket management, and issue resolution in a fast-paced environment.

Key Responsibilities

  • Provide Tier 1 technical support for hardware, software, and connectivity issues
  • Assist customers with password resets, online account access, and general technical support
  • Support external users with website issues and mobile driver's license provisioning
  • Monitor ticket queues and assign/escalate tickets appropriately
  • Open and track tickets with vendors and internal support teams
  • Troubleshoot issues using system diagnostics and user interaction
  • Escalate complex issues to senior technical staff when required
  • Ensure timely resolution of high-volume support requests while maintaining service quality
  • Oversee daily performance of computer systems and applications

Required Experience

  • Experience handling customer inquiries, complaints, or support in a call center environment
  • 2+ years of Help Desk / Technical Support experience
  • Hands-on experience with:
    • Microsoft Outlook
    • MS Office Suite
    • Windows 7 and Windows 10
  • Knowledge of Apple iOS

Education

  • Vocational or Technical degree in Computer Applications, Computer Technology, or related field (from an accredited institution)
Required skills:
  • Vocational/Technical degree in Computer Applications, Computer Technology, or a closely related field from an accredited college
  • Experience performing as Helpdesk Technician with hands-on knowledge in resolving issues with Outlook, MS Office, Windows 7 and 10, and Active Directory
  • Monitor ticket queues, assign tickets to appropriate internal and external support staff, and escalate tickets outside of SLA until resolved
  • Install and perform minor repairs to hardware, software, or peripheral equipment following design or installation specifications
  • Answer user inquiries regarding computer software or hardware operation to resolve problems
  • Bilingual Spanish
  • IT Help Desk / Call Center experience

About the Company

C

Crescens Inc.

Crescens Inc. is an industry leader in providing IT staffing services and tailored workforce solutions to meet the demanding expectations and distinctive needs of clients across the United States and Canada.  We have grown tremendously in the past years and have been applauded by our clients for the quality of workforce and the quick turnaround time. We have evolved from good service to great service and all management plans are geared towards quality. 

Our vision is to be the best in Talent Acquisition and strive for excellence consistently by focusing on four performance dimensions; Quality, Efficiency, Cost and Risk.  A satisfied client and candidate are the backbone to our continued success. Headquartered in New Jersey, we are a team with unique expertise to deliver exceptional results to our clients by setting benchmarks and establishing best practices. 

COMPANY SIZE
20 to 49 employees
INDUSTRY
Computer/IT Services
FOUNDED
2002
WEBSITE
http://crescensinc.com/

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