Help Desk Analyst

Job Title: Level 1 Help Desk Analyst (803954)

Location: Conyers, GA (Onsite)

Important Requirements:

• Local candidates only
• Bilingual Spanish is required
• Must have IT Help Desk Call Center experience

Position Overview:

Under direct supervision, the Level 1 Help Desk Analyst provides first-level technical support to both internal and external customers. The role requires handling a high volume of calls in a fast-paced call center environment while delivering exceptional customer service and technical assistance.

Key Responsibilities:

• Provide Tier 1 technical support for hardware, software, and connectivity issues
• Troubleshoot issues related to Outlook, Microsoft Office, Windows 7, and Windows 10
• Respond to customer inquiries regarding software and hardware operation
• Monitor support ticket queues and assign tickets to appropriate internal and external support teams
• Escalate unresolved issues to second-tier support and senior management as required
• Open and manage support tickets with external vendors
• Support external customers with:
• Website assistance
• Password resets
• Online account management
• Mobile Driver's License provisioning
• Perform system diagnostics and assist users with issue resolution
• Ensure timely resolution and closure of support tickets while maintaining excellent customer service

#SKILL MATRIX:

• 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
• IT Help Desk Call Center exp