"Help Desk Analyst" OR "Help Desk Coordinator" OR "Help Desk Support" OR "Call Center" OR "Help Desk Call Center" OR "IT Help Desk Call Center"

Overview

On Site
Depends on Experience
Contract - W2
Contract - 12 Month(s)

Skills

Account Management
Call Center
Customer Support
Customer Service
Technical Support
Microsoft Outlook
Computer Hardware
Computer Troubleshooting
Help Desk
Management
Provisioning
Supervision
Bilingual
Call Center exp
installation
Active Directory
Outlook
MS Office
escalate tickets
Support Staff
of SLAs until resolved

Job Details

Greeting from ABAL Technologies Inc

Role: GA DDS Level 1 Help Desk Analyst

Location: Conyers, GA 30013: ONSITE

Mode of Interview: In-person Interview.

SUMMARY:

Under direct supervision, assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise.

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:
2+ years' experience handling customers, questions, complaints, and/or providing information in an IT call center environment.
2+ years experience performing as a 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

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.