Job Title: Help Desk Analyst
Location: Conyers, GA 30013
Duration: 8 Months
In Person Interview Only
Bilingual, Spanish highly preferred

*DO NOT SUBMIT CANDIDATE PREVIOUSLY SUBMITTED TO #762935 & #765352 & #774574*

MUST have IT Help Desk Call Center exp
Job Description :

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

• 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.

Qualifications:

• 2+ years’ experience handling customers, questions, complaints, and/or providing information in an IT call center environment.
• 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

Skills:

• Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college
• Experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10, Active Directory.
• Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLA’s 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 (Nice to have)
• IT Help Desk Call Center exp

• 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