Help Desk

Job Description

Job Title : Level 1 Help Desk Analyst

Location : East View Parkway, Conyers, GA 30013

Contract

Client ID : 779877

Client : State of Georgia

Job Description

We are seeking a Level 1 Help Desk Analyst to join our team at the DDS Headquarters in Conyers, Georgia . This position is responsible for providing first-level technical support and exceptional customer service to both internal and external customers in a high-volume call center environment .

Under direct supervision, the Help Desk Analyst will respond to and resolve Tier 1 IT issues or escalate them to Tier 2 support when necessary. The ideal candidate will have strong troubleshooting skills, experience in IT call center environments, and the ability to manage multiple support tickets efficiently.

Responsibilities

Provide first-level technical assistance for both internal and external users.

Respond to user inquiries regarding computer software, hardware, and connectivity issues.

Handle high call volumes and ensure excellent customer service throughout each interaction.

Monitor and manage ticket queues; assign or escalate tickets as needed to internal or external support teams.

Troubleshoot issues related to Outlook, MS Office, Windows 7 / 10, and mobile device connectivity.

Support external customers with website navigation, password resets, online account management, and mobile driver’s license provisioning.

Open and track tickets with vendors and escalate critical issues to senior-level management.

Perform computer diagnostics and assist users in resolving operational issues.

Qualifications : Qualifications

Required Qualifications

Minimum 2+ years of experience handling customer inquiries, complaints, or technical support in an IT Help Desk or Call Center environment.

Minimum 2+ years of experience as a Help Desk Technician resolving issues with Microsoft Outlook, Office Suite, and Windows 7 / 10 .

Vocational / Technical degree in Computer Applications, Computer Technology, or a related field from an accredited institution.

Knowledge of Apple iOS platforms.

Strong communication, problem-solving, and customer service skills.

Preferred Qualifications

Bilingual (English / Spanish) preferred.

Prior experience in a state or government environment a plus.

Additional Information

All your information will be kept confidential according to EEO guidelines.