Help Desk Analyst Hybrid Conyers, GA Position Available In Rockdale, Georgia
Tallo's Job Summary: The Help Desk Analyst position in Conyers, GA involves providing technical assistance to internal and external customers for tier one issues. Responsibilities include handling a high volume of calls, troubleshooting hardware/software/connectivity issues, escalating tickets, and delivering excellent customer service. Minimum qualifications include a High School diploma or GED, with preferred qualifications including 1+ years of helpdesk experience. The role requires monitoring ticket queues, assigning tickets, and conducting computer diagnostics to resolve problems. Bilingual proficiency in Spanish/English is also required.
Job Description
Help Desk Analyst Hybrid Conyers, GA
Title:
Help Desk Analyst
Location:
Hybrid 2206 East View Parkway Conyers, GA 30013
Duration:
12 Months
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 drivers 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 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.
Minimum Qualifications:
High School diploma or GED Six months of experience handling customers, questions, complaints, and/or providing information in a call center environment.
Preferred Qualifications 1+ 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
Skill
Required / Desired
Amount
of Experience
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
1
Years
Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLA’s until resolved.
Required
1
Years
Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
Required
1
Years
Answer user inquiries regarding computer software or hardware operation to resolve problems.
Required
1
Years
Bilingual – Spanish/English
Required
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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Dice Id:
10452799
Position Id:
OOJ – 13010-16906-1746556612
