Help Desk Analyst

Overview

On Site
Depends on Experience
Contract - W2

Skills

ITOPS_Help Desk

Job Details

Our government client is looking for an experienced Help Desk Analyst on an onsite 9+ months renewable contract opportunity in Conyers, GA.

Position: Help Desk Analyst

Job Description:
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

Required/Desired Experience:

  • Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college Required
  • 2 years of 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 of Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLA’s until resolved Required
  • 2 years of Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications Required
  • 2 years of Answer user inquiries regarding computer software or hardware operation to resolve problems Required
  • Bilingual - Spanish Highly desired
  • 2 years of IT Help Desk Call Center exp

About Vector:
Vector Consulting, Inc., (Headquartered in Atlanta) is an IT Talent Acquisition Solutions firm committed to delivering results. Since our founding in 1990, we have been partnering with our customers, understanding their business, and developing solutions with a commitment to quality, reliability, and value. Our continuing growth has been and continues to be built around successful relationships that are based on our organization's operating philosophy and commitment to ** People, Partnerships, Purpose and Performance - THE VECTOR WAY
www.vectorconsulting.com
“Celebrating 30 years of service.”
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