Overview
Skills
Job Details
Role: Help Desk Analyst 1 (765352)
Location: 2206 East View Parkway, Conyers, GA 30013
Work Mode: Hybrid (Local candidates only)
Rate: $25/hr on C2C
Bilingual Requirement: Spanish Required
Job Overview:
The Help Desk Analyst 1 will serve as the first point of contact in a high-volume call center environment, assisting both internal staff and external DDS customers. Responsibilities include Tier 1 technical troubleshooting, customer service, password resets, ticket escalations, and mobile driver's license support. Candidates must be bilingual in Spanish, experienced in call center operations, and capable of providing exceptional customer support under pressure.
Primary Responsibilities:
Provide first-level support for technical issues (hardware/software/connectivity).
Support external users with password resets, web portal usage, and mobile license provisioning.
Escalate unresolved issues to second-tier or vendor support and follow through until resolution.
Monitor help desk ticket queues and ensure issues are addressed within defined SLAs.
Perform basic installations and minor repairs on equipment as needed.
Log all help desk interactions using a ticketing system.
Minimum Qualifications:
High School diploma or GED.
Minimum 6 months customer service or call center experience.
Fluent in Spanish verbal and written communication.
Ability to handle high call volumes in a professional and empathetic manner.
Preferred Qualifications:
2+ years of help desk experience supporting:
Microsoft Outlook, MS Office Suite
Windows 7 and 10
Active Directory
Experience with Apple iOS (iPads, iPhones, etc.)
Familiarity with ticketing systems and escalation protocols.
Technical certification or vocational training in computer technology or related field.