Overview
On Site
USD 1-1
Full Time
Part Time
Accepts corp to corp applications
Contract - W2
Contract - Independent
Skills
Help Desk Analyst
Tier 1 Support
Call Center IT Support
Technical Support Analyst
Bilingual Spanish
IT Call Center
Windows 7
Windows 10
Microsoft Outlook Support
Microsoft Office Support
Active Directory
Hardware Troubleshooting
Software Troubleshooting
Peripheral Support
Ticket Queue Management
SLA Escalation
Incident Resolution
IT Help Desk Call Center Experience
DDS Georgia
Conyers GA IT Job
Apple iOS Support
End User Support
Password Reset Support
Vocational Degree in Computer Technology
Technical Assistance
External Customer Support
Internal Customer Support
Online Account Support
Mobile Driver's License Support
High Call Volume Environment
Entry-Level IT Support
Computer Diagnostics
Remote Technical Support
First Line Support
Tech Support Specialist
Customer Service in IT
Service Desk Agent
Job Details
Engagement Type
Contract
Short Description
Under direct supervision, assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise.
Complete Description
LOCAL CANDIDATES
*This position is located at DDS Headquarters in Conyers, Georgia*
*Bilingual, Spanish highly preferred*
**Do NOT submit candidate previously submitted to #762935 & #765352**
*MUST have IT Help Desk Call Center exp*
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:
Six months of experience handling customers, questions, complaints, and/or providing information in a 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
This position is located at DDS Headquarters in Conyers, Georgia.
Required/Desired Skills
Skill | Required/Desired | Amount | of Experience |
|---|---|---|---|
Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college | Required | 0 | |
Experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10, Active Directory. | Required | 2 | Years |
Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLA's until resolved. | Required | 2 | Years |
Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. | Required | 2 | Years |
Answer user inquiries regarding computer software or hardware operation to resolve problems. | Required | 2 | Years |
Bilingual - Spanish | Highly desired | 0 | |
IT Help Desk Call Center exp | Required | 2 | Years |
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.