IT Help Desk Call Job Conyers area,Georgia USA,IT/Tech

Position: IT Help Desk Call Support

Title: IT Help Desk Call Support
Location: Conyers, GA (Onsite)
Duration: 6+ months
Notes:

In Person interview only
Onsite work arrangement

Position Overview Location

DDS Headquarters, Conyers, Georgia (Onsite)
Local candidates only

Work Requirements

Bilingual:
Spanish required
Must have IT Help Desk / Call Center experience
High-volume call center environment

Job Overview Under direct supervision, the Analyst provides Tier 1 technical support to internal and external customers. Issues beyond Tier 1 scope are escalated to Tier 2 or appropriate vendor support. The role focuses heavily on customer service, ticket management, and issue resolution in a fast-paced environment.

Key Responsibilities

Provide Tier 1 technical support for hardware, software, and connectivity issues
Assist customers with password resets, online account access, and general technical support
Support external users with website issues and mobile driver's license provisioning
Monitor ticket queues and assign/escalate tickets appropriately
Open and track tickets with vendors and internal support teams
Troubleshoot issues using system diagnostics and user interaction
Escalate complex issues to senior technical staff when required
Ensure timely resolution of high-volume support requests while maintaining service quality
Oversee daily performance of computer systems and applications

Required Experience

Experience handling customer inquiries, complaints, or support in a call center environment
2+ years of Help Desk / Technical Support experience
Hands-on experience with:
- Microsoft Outlook
- MS Office Suite
- Windows 7 and Windows 10
Knowledge of Apple iOS

Education

Vocational or Technical degree in Computer Applications, Computer Technology, or related field (from an accredited institution)

Required skills:

Vocational/Technical degree in Computer Applications, Computer Technology, or a closely related field from an accredited college
Experience performing as Helpdesk Technician with hands-on knowledge in resolving issues with Outlook, MS Office, Windows 7 and 10, and Active Directory
Monitor ticket queues, assign tickets to appropriate internal and external support staff, and escalate tickets outside of SLA until resolved
Install and perform minor repairs to hardware, software, or peripheral equipment following design or installation specifications
Answer user inquiries regarding computer software or hardware operation to resolve problems
Bilingual – Spanish
IT Help Desk / Call Center experience