Help Desk Analyst (MUST be Bilingual, Spanish/English) Position Available In Rockdale, Georgia

Help Desk Analyst (MUST be Bilingual, Spanish/English)

Job Title:

Help Desk Analyst 1

Location:

East View Parkway Conyers, GA 30013 (Hybrid)
Position type: Long term

Contract Rate:

DOE Job ID:

762935

Client:

DDS – IT

Interview type: Either Web Cam or In Person

Note:

–
LOCAL

CANDIDATES

This position is located at DDS Headquarters in Conyers, Georgia.
MUST be Bilingual, Spanish/English

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 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
This position is located at DDS Headquarters in Conyers, Georgia.
Required/ Desired Skills
Skills 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 1Years
Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLA s until resolved. Required 1Years
Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. Required 1Years
Answer user inquiries regarding computer software or hardware operation to resolve problems. Required 1Years
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.
Report this job

Dice Id:

10412228

Position Id:

8629200