GA DDS Level 1 Help Desk Analyst

HonorVet Technologies. We''re a veteran-owned IT staffing firm, ISO 9001, and

ISO 27001

certified, working with federal agencies, state governments, and Fortune 500 enterprise clients across the US. What makes us different isn''t a tagline; it''s the way we work. We don''t forward resumes and hope for the best. We take the time to understand where a professional like you is headed and only reach out when we genuinely believe there''s a fit worth exploring ​​​​​​​ Bilingual IT Help Desk Analyst (Spanish Required)

Local Candidates Preferred Type:

Contract 12+

Months Location:

Conyers, GA 30013 Position Summary Under direct supervision, assists customers with Tier 1 technical support issues or escalates issues beyond their area of expertise to Tier 2 support teams. This position provides technical assistance to both internal and external customers and requires handling a high volume of calls in a fast-paced call center environment with a strong focus on customer service. Internal customer support includes troubleshooting hardware, software, and connectivity issues. The Analyst is responsible for escalating issues to appropriate support teams, opening vendor support tickets, and communicating with senior management when necessary. External customer support includes website assistance, password resets, online account management, and support for mobile credential applications. The Analyst is expected to deliver exceptional customer service while managing a large volume of calls and resolving customer issues through completion. Key Responsibilities Monitor the daily performance of computer systems and applications. Provide technical support and respond to user inquiries regarding software, hardware, and system operations. Troubleshoot and resolve technical issues or escalate them to the appropriate support teams. Monitor and manage ticket queues, assign tickets, and track escalations through resolution. Perform diagnostics and work directly with users to investigate and resolve technical problems. Coordinate with internal teams and external vendors to ensure timely issue resolution. Maintain accurate documentation of incidents, requests, and resolutions. Deliver high-quality customer service in a call center environment. Required Qualifications Bilingual proficiency in Spanish and English. Minimum of 6 months of customer service experience handling inquiries, complaints, or information requests in a call center environment. 2+ years of Help Desk/Technical Support experience with hands-on troubleshooting of: Microsoft Outlook Microsoft Office Suite Windows 7 and Windows 10 Knowledge of Apple iOS devices and operating systems. Vocational/Technical degree in Computer Applications, Computer Technology, Information Technology, or a related field from an accredited institution. Preferred Skills Strong troubleshooting and problem-solving abilities. Experience working in a high-volume help desk or call center environment. Excellent verbal and written communication skills. Ability to prioritize, manage, and escalate support tickets effectively. Strong customer service orientation and attention to detail.