Bilingual Helpdesk Analyst

DataStaff, Inc. is currently seeking a Bilingual Helpdesk Analyst for a long-term contract opportunity with one of our direct clients in Conyers, GA.

*This position is onsite

Responsibilities:

• 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.
• 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.
• 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.
• 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.
• 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.

Minimum Qualifications:

• Bilingual - Spanish

• High School diploma or GED
• Six months of experience handling customers, questions, complaints, and/or providing information in a call center environment.
• Knowledge of Apple iOS

Required Skill:

• Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college
• 2 Years - Experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10, Active Directory.
• 2 Years - Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLA s until resolved.
• 2 Years - Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• 2 Years - Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Bilingual - Spanish
• 2 Years - Call Center exp

This position is available as a W2 position with a competitive benefits package. DataStaff offers medical, dental, and vision coverage options as well as paid vacation, sick, and holiday leave. As many of our opportunities are long-term, we also have a 401k program available for employees