Overview
On Site
USD 1-1
Full Time
Part Time
Accepts corp to corp applications
Contract - Independent
Contract - W2
Skills
Help Desk Technician
Tier 1 Support
Bilingual Spanish
Call Center Support
Technical Support
Customer Service
High Volume Calls
Ticket Management
Ticket Escalation
SLA Monitoring
Internal Customer Support
External Customer Support
Computer Diagnostics
Hardware Support
Software Support
Peripheral Support
Windows 7
Windows 10
MS Office
Outlook Support
Active Directory
Password Resets
Online Account Support
Mobile Drivers License Support
DDS Headquarters
Conyers GA
Entry-Level IT Support
iOS Knowledge
Technical Troubleshooting
Computer Applications
Incident Resolution
Service Desk Analyst
Ticket Queue Monitoring
Customer Complaint Handling
Problem Resolution
Apple iOS
Computer Hardware Installation
Computer Software Troubleshooting
GED
Vocational Degree in IT
User Assistance
First Line IT Support
IT Call Center
Multilingual IT Support
Public Sector IT
Government Help Desk
DDS Georgia.
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*
*MUST be Bilingual, Spanish*
**Do NOT submit candidate previously submitted to #763341**
*MUST have 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.
Minimum Qualifications:
High School diploma or GED
Six months of experience handling customers, questions, complaints, and/or providing information in a call center environment.
Preferred Qualifications
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 | Required | 0 | |
Call Center exp | Required | 2 | Years |
| | |
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