GA DDS Level 1 Help Desk Analyst

Job Overview

Under direct supervision, assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise. This position is located at DDS Headquarters in Conyers, Georgia. Only local candidates are considered. Bilingual Spanish is required.

• Assist customers with tier one issues.
• Escalate issues beyond subject matter expertise to second tier support.
• Provide technical assistance to internal customers for troubleshooting hardware, software, and connectivity issues.
• Escalate to the appropriate second tier support, open tickets with vendors, and involve senior management as needed.
• Assist external customers with general website support, password resets, online account management, and provisioning of mobile driver's licenses.
• Maintain a high level of customer service while managing a large volume of calls and difficult situations until ticket resolution.
• Oversee daily performance of computer systems and applications.
• Answer user inquiries about computer software or hardware operation and resolve problems.
• Monitor ticket queues, assign tickets to appropriate staff, and ensure escalation until resolved.
• Confer with users or conduct computer diagnostics to investigate and resolve problems.

• Six months of experience handling customers, questions, complaints, and/or providing information in a call center environment.
• At least two 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.
• Experience with Active Directory.

• IT Help Desk Call Center experience.
• Bilingual in Spanish (fluent).
• Ability to monitor ticket queues, assign tickets, and manage tickets outside of SLA until resolved.
• Ability to install and perform minor repairs to hardware, software, or peripheral equipment following design or installation specifications.
• Strong communication and customer service skills.