POSITION OVERVIEW

Under direct supervision, the Help Desk Analyst Level 1 will assist internal and external customers with Tier 1 technical issues or escalate cases to Tier 2 support for more complex problems. This role involves managing a high volume of calls in a call center environment with a strong focus on customer service excellence.
The position requires troubleshooting hardware, software, and connectivity issues, escalating tickets when necessary, and providing resolution from initial contact to ticket completion. The analyst will also support external customers with website assistance, password resets, online account management, and mobile driver’s license provisioning.

REQUIRED QUALIFICATIONS:

Education: Vocational/Technical degree in computer applications, computer technology, or related field from an accredited institution.

EXPERIENCE:

Minimum 2 years as a Help Desk Technician, with hands-on expertise in troubleshooting Outlook, MS Office, Windows 7 & 10, and Active Directory.
Minimum 2 years of IT Help Desk Call Center experience.
Experience monitoring ticket queues and managing escalations.
Experience in hardware/software installation and repair.

SKILLS:

Strong problem-solving and communication skills.
Ability to handle a high volume of calls while maintaining quality service.
Bilingual (Spanish) highly desired.
Knowledge of Apple iOS preferred.
Thanks & Regards.
Neha Jaiswal |Sr. Healthcare Recruiter,
832-400-2716 | nehaj@minisofttech.com
10333 Harwin dr Suite 375E, Houston, TX – 77036
Job Type: Contract
Pay: $15.00 - $20.00 per hour
Expected hours: 40 per week

Ability to Commute:

• Conyers, GA 30012 (Required)

Ability to Relocate:

• Conyers, GA 30012: Relocate before starting work (Required)

Work Location: In perso

Oversee daily performance of computer systems and applications.
Respond to user inquiries regarding software, hardware, and connectivity to resolve issues.
Troubleshoot issues related to Outlook, MS Office, Windows 7 & 10, and Active Directory.
Monitor ticket queues and assign, escalate, or resolve tickets as required.
Escalate tickets outside SLA timelines to ensure timely resolution.
Install and perform minor repairs on hardware, software, or peripheral equipment as per specifications.
Assist with Apple iOS-related issues.
Provide exceptional customer service, even in high-pressure or difficult situations.