Level 1 Help Desk Analyst

Title : Help Desk Analyst

Start Date : 11 / 24 / 2025

End Date : 06 / 30 / 2026

Location : Conyers, Georgia

Agency Interview Type : In Person Only

Work Arrangement : Onsite

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 :

LOCAL CANDIDATES

• This position is located s in Conyers, Georgia
• Bilingual, Spanish highly preferred
• MUST have IT Help Desk Call Center exp

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 :

This position is located in Conyers, Georgia.

Skills : Skill Required / Desired Amount of Experience Expertise Rating Move Vocational / Technical degree in computer applications, computer technology or a closely related area from an accredited college Required Experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10, Active Directory. Required Years Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLAs until resolved. Required Years Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. Required Years nswer user inquiries regarding computer software or hardware operation to resolve problems. Required Years Bilingual - Spanish Highly desired IT Help Desk Call Center exp Required Years