Overview
On Site
$$20/hr on W2
Contract - W2
Contract - 12 month(s)
Skills
Customer Service
MS Office
Active dIrectory
Outlook
Windows 10
peripheral device support
hardware/software troubleshooting
Helpdesk support
Bilingual (Spanish/English)
Windows 7
Ticket queue monitoring
Call center support
Job Details
Job Title: Help Desk Support Analyst (Spanish/English)
Location: Conyers, Georgia
Work Type: Onsite Only (No Remote)
Location: Conyers, Georgia
Work Type: Onsite Only (No Remote)
Interview: Onsite
Job Description:
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Answer and resolve Tier 1 inquiries regarding software, hardware, connectivity, and account issues.
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Provide technical support to both internal users (hardware/software issues) and external customers (website help, password resets, mobile driver's license support).
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Escalate issues outside of Tier 1 scope to appropriate Tier 2 staff or vendors.
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Monitor and manage help desk ticket queues, ensuring SLAs are met.
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Document issues and resolutions, ensuring proper ticket tracking and closure.
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Deliver high-level customer service under pressure.
Minimum Qualifications:
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High School Diploma or GED.
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At least 6 months of call center or customer service experience.
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Bilingual in Spanish and English (required).
| Skill | Required /Desired | Amount | of Experience |
|---|---|---|---|
| Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college | Required | ||
| Experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10, Active Directory. | Required | 1 | Years |
| Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLA's until resolved. | Required | 1 | Years |
| Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. | Required | 1 | Years |
| Answer user inquiries regarding computer software or hardware operation to resolve problems. | Required | 1 | Years |
| Bilingual - Spanish/English | Required |
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.