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Job Title: Help Desk AnalystLocation: Onsite [Conyers, GA
30013]Duration: 12+ Months [Possible Extension or Conversion] Job
Summary: Under direct supervision, assists customers with tier one
issues or forwards to second tier support for issues beyond their
subject matter expertise.Requirements: MUST be Bilingual,
Spanish/English 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 drivers' 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: High School diploma or GED Six
months of experience handling customers, questions, complaints, and/or
providing information in a call center environment. 1+ 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
Full-time