Level 1 Help Desk Analyst Conyers GA

Job Description :

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

Complete 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

Qualifications :

Skills Matrix

This is a remote position.