IT Help Desk Analyst (Bilingual) Position Available In Rockdale, Georgia

IT Help Desk Analyst (Bilingual) Changing Technologies, Inc. 2206 East View Parkway NE, Conyers, GA 30013 About the Role Our government client is seeking a Bilingual IT Help Desk Technician to provide technical assistance to internal and external customers in a high-volume call center environment. This customer-focused role requires fluency in Spanish and English to handle tier one technical issues while maintaining exceptional customer service standards. Local candidates only. Essential Responsibilities Provide technical assistance to both internal and external customers for tier one issues Handle high volume of calls in a call center environment with focus on customer service Troubleshoot hardware, software, and connectivity issues for internal customers Escalate issues to appropriate second tier support when beyond expertise level Open tickets with various vendors and escalate to senior level management as needed Support external customers with general website support and password resets Assist with online account management and mobile driver’s license provisioning Oversee daily performance of computer systems and applications Answer user inquiries regarding computer software or hardware operation to resolve problems Monitor ticket queues and assign tickets to appropriate internal and external support staff Escalate tickets until resolved and ensure SLA compliance Confer with users or conduct computer diagnostics to investigate and resolve problems Install and perform minor repairs to hardware, software, or peripheral equipment Handle difficult situations and see tickets through to completion Required Qualifications High School diploma or GED Bilingual fluency in Spanish and English (REQUIRED) 2+ years of call center experience (REQUIRED) 2+ years experience as Help Desk Technician with hands-on knowledge resolving issues with Outlook, MS Office, Windows 7 and 10, Active Directory 2+ years experience monitoring ticket queues, assigning tickets, and escalating per SLA requirements 2+ years experience installing and performing minor repairs to hardware, software, or peripheral equipment 2+ years experience answering user inquiries regarding computer software or hardware operation Preferred Qualifications Vocational/Technical degree in computer applications, computer technology or closely related area from accredited college Knowledge of Apple iOS Experience with mobile device management and support Customer service certifications Why Join Us Support critical government services for diverse communities Utilize bilingual skills to serve Spanish-speaking constituents Work in a dynamic call center environment with growth opportunities Contribute to digital government initiatives and citizen services

Job Types:

Full-time, Contract Pay:

$21.00 per hour Expected hours: 40 per week

Benefits:

Health insurance

Schedule:

8 hour shift Day shift Monday to

Friday Experience:

Help Desk Technician (Outlook/MS Office/Win 7&10/AD): 2 years (Required) Monitor ticket queues, assign/escalate per

SLA:

2 years (Required) Install/repair hardware, software, peripheral equipment: 2 years (Required) Answering user inquiries for software/hardware problems: 2 years (Required) Call center: 2 years (Required)

Language:

Spanish (Required)

License/Certification:

Customer service certification (Preferred) Degree in computer applications or computer technology (Required) Ability to

Commute:

Conyers, GA 30013 (Required)

Work Location:

In person