GA DDS Level 1 Help Desk Analyst

Job Summary

Under direct supervision, the analyst assists customers with tier‑one issues and forwards more complex problems to second‑tier support. The role is performed in a call‑center environment focused on customer service, handling a high volume of calls from both internal and external customers.

DDS Headquarters, Conyers, Georgia.

Bilingual in Spanish is required. Must have IT Help Desk Call Center experience.

• Provide technical assistance for tier‑one issues to internal and external customers.
• Troubleshoot hardware, software, and connectivity problems.
• Escalate issues to appropriate second‑tier support and senior management.
• Open tickets with vendors and monitor ticket queues.
• Ensure tickets are resolved within service‑level agreements.

• Six months of experience handling customer inquiries, complaints, or providing information in a call‑center environment.
• At least 2 years as a Help Desk Technician with hands‑on knowledge of Outlook, Microsoft Office, Windows 7 and 10.
• Vocational or technical degree in computer applications, computer technology, or a closely related field from an accredited college.
• Knowledge of Apple iOS.

• Ability to answer user inquiries regarding software or hardware operation.
• Proficiency with Active Directory.
• Monitoring ticket queues and assigning tickets to support staff.
• Minor hardware or software repair skills.