GA DDS IT Help Desk Analyst

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

* This position is located at DDS Headquarters in Conyers, Georgia
*

* MUST have Call Center exp*

The IT Help Desk Analyst is responsible for providing exceptional technical and customer support in a high-volume call center environment. Under general supervision, the incumbent receives and resolves customer inquiries related to DDS Online Services account creation and access, identity verification for address change transactions, and the issuance of digital licenses.

This role requires strong analytical and problem-solving abilities, excellent communication skills, and a commitment to delivering outstanding customer service. The successful candidate must be capable of managing a high volume of calls while maintaining accuracy, efficiency, and customer satisfaction.

• Respond to and resolve customer inquiries regarding DDS Online Services accounts, identity verification processes, address change transactions, and digital license issuance.
• Handle an average of - customer calls per day while maintaining established service levels and quality standards.
• Provide exceptional customer service by professionally addressing complex customer issues and identifying effective solutions.
• Maintain accurate documentation and records of customer interactions and transactions.
• Demonstrate adaptability and a positive attitude in a fast-paced, evolving work environment.
• Respond professionally and promptly to inquiries from Executive Management, stakeholders, and business partners.
• Participate in task forces, project teams, and work groups to support departmental and organizational initiatives.
• Build and maintain productive relationships with internal departments and external business partners.
• Contribute to continuous process improvement efforts and support organizational goals.
• Stay current on policies, procedures, and technology updates relevant to assigned responsibilities.

• High School Diploma or GED.
• Two (2) years of full-time experience within the last seven (7) years providing call center support or customer service.
• Proficiency with computer applications and standard business software.
• Strong verbal and written communication skills.
• Ability to effectively manage multiple priorities while maintaining a high level of customer service.

Candidates who meet the minimum qualifications and possess one or more of the following will be given preference:

• Three (3) years of experience processing driver's license transactions.
• Five (5) years of experience in a high-volume call center environment.
• Four (4) years of customer service experience.
• Proficiency using Windows 11 and Microsoft Office applications.
• Experience working with identity verification or credential issuance processes.
• Demonstrated ability to troubleshoot and resolve customer issues efficiently.

• Excellent customer service and interpersonal skills.
• Strong problem-solving and critical-thinking abilities.
• Ability to communicate effectively with customers, management, and stakeholders.
• Strong organizational skills with attention to detail and accuracy.
• Ability to work independently and collaboratively in a team environment.
• Adaptability and willingness to embrace change in a dynamic workplace.

Skill Required /Desired Amountof Experience High School Diploma or GEDRequired0call center support or customer service.

Required2

Years Proficiency with computer applications and standard business softwareRequired2

Years experience processing driver's license transactions

Highly desired3

Years experience in a high-volume call center environment.

Highly desired5

Years Proficiency using Windows 11 and Microsoft Office applications.

Highly desired0

No.Question Question1

Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the…