Help Desk Analyst

NOTE
:
Applications with resumes in PDF Format will be automatically rejected. Only Word format resumes will be considered.

Short

Description:

Under direct supervision, assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise.

Under direct supervision, assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise. This position requires handling a high volume of calls in a call center environment focused on customer service.

• 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, and escalate tickets until resolved.
• Conduct computer diagnostics and provide technical assistance to investigate and resolve problems.

• High School diploma or GED.
• Six months of experience handling customers in a call center environment.

• 2+ years experience as a Helpdesk Technician with hands on knowledge resolving issues with Outlook, MS Office, Windows 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.

• MUST be bilingual in Spanish.
• MUST have call center experience.
• Do NOT submit candidate previously submitted to #762935.