GA DDS Help Desk Analyst 1

Job Title: GA DDS Help Desk Analyst 1 (765352)

Location: 2206 East View Parkway, Conyers, GA 30013
Pay Rate: $20/hour (W2)
Interview Type: Web-Cam or Onsite Interview
Work Type: Onsite Local Candidates Only

Important Notes

• MUST be Bilingual Spanish
• MUST have Call Center Experience
• Do NOT submit candidates previously submitted to Requisition #762935
• This role is located at DDS Headquarters in Conyers, GA

Job Summary

The Georgia Department of Driver Services (DDS) is seeking a Bilingual Help Desk Analyst (Spanish-English) to provide Tier 1 technical support in a high-volume call center environment. The Analyst will support both internal users (DDS staff) and external customers (public users) by troubleshooting hardware, software, and connectivity issues, managing service tickets, and delivering exceptional customer service.

This position requires professionalism, attention to detail, and the ability to work under pressure while maintaining a customer-focused approach.

Key Responsibilities

• Provide Tier 1 technical support via phone and ticketing system.
• Troubleshoot issues related to Outlook, MS Office, Windows 7/10, and hardware/peripherals.
• Assist external customers with website navigation, password resets, and mobile driver's license provisioning.
• Escalate unresolved issues to Tier 2 support, vendors, or senior management as needed.
• Monitor and manage ticket queues to ensure timely resolution within Service Level Agreements (SLAs).
• Record details of inquiries, problems, and solutions for future reference.
• Deliver excellent customer service in both English and Spanish.

Minimum Qualifications

• High School diploma or GED
• Minimum 6 months of call center experience
• Fluent in Spanish and English

Preferred Qualifications

• 2+ years of experience as a Help Desk Technician
• Hands-on experience with:
  • Microsoft Outlook, Office Suite
  • Windows 7/10
  • Active Directory
• Experience monitoring and escalating ticket queues
• Knowledge of Apple iOS platforms
• Vocational/Technical degree in Computer Applications, IT, or related field

Skills Matrix

Additional Information

• Work is onsite at DDS Headquarters no remote option.
• This is a customer-service-focused position in a fast-paced call center.
• Candidate must be authorized to work in the U.S. and able to begin immediately upon selection.

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