Help Desk Analyst
Apollo ITSConyers, GA, United States22 hours ago
Job type
- Full-time
Job descriptionInternal 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. 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 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. Vocational / Technical degree in computer applications, computer technology or a closely related area from an accredited college Experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10, Active Directory. Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLA's until resolved. Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. Answer user inquiries regarding computer software or hardware operation to resolve problems. Bilingual - Spanish IT Help Desk Call Center exp
Job Title : Help Desk Analyst
Duration : 6+ Months
Location : Conyers, GA
Interview Type : In Person Only
Work Arrangement : Onsite
Note :
- Onsite Required : Due to the essential nature of the work to be performed, this position REQUIRES the selected candidate to work ONSITE for the duration of the assignment. Candidates will not be permitted to work remotely.
- Have you been previously submitted to the following requisitions, #762935 & #765352 & #774574 & #776101? The client is looking for new candidates only.
- Local Candidates
- This position is located at DDS Headquarters in Conyers, Georgia
- Bilingual, Spanish highly preferred
- MUST have IT Help Desk Call Center exp
Job Description :
Under direct supervision, assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise.
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.
Job Responsibilities :
Required / Desired Skills :
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Help Desk Analyst • Conyers, GA, United States
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