Help Desk Analyst

PSR Associates is a consulting and talent solutions firm that connects qualified IT professionals with great opportunities. Whether you're looking for a contract or permanent position, we can help you find the right fit for your skills and experience. We have a team of experienced recruiters who know the IT industry inside and out, and we work with you every step of the way to ensure a smooth and successful transition.

PSR Connecting Talent, Crafting Success.

Help Desk Analyst Position Description

We are seeking a Level 1 Help Desk Analyst to join our team.
The selected local candidate will work onsite in Conyers, GA.

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 driver's 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.

Qualifications:
" Six months of experience handling customers, questions, complaints, and/or providing information in a call center environment.
" 2+ 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


*** Please note that any false information on your resume or application could lead to the offer being withdrawn or even termination after hire.***