Apptad - GA DDS Level 1 Help Desk Analyst

Job Details

Title/Role: GA DDS Level 1 Help Desk Analyst (803954)

Req

No. of Openings: 1

Bill Rate: $27/hr

Pay Rate: $20/hr

Worksite Address: 2206 East View Parkway, Conyers, GA 30013

Agency Interview Type:
In Person Only

Work Arrangement:
Onsite

• This position is located at DDS Headquarters in Conyers, Georgia.
• Bilingual:
  Spanish required.
• Must have IT Help Desk Call Center experience.

• Under direct supervision, assists customers with tier one issues or forwards to second tier support for issues beyond subject matter expertise.
• Provides technical assistance to both internal and external customers for tier one issues in a call center environment focused on customer service.
• Troubleshoots hardware, software, and connectivity issues for internal customers; escalates to second tier support and opens tickets with vendors; escalates to senior level management as needed.
• Handles general website support for external customers, password resets, online account management, and provisioning of mobile driver's licenses.
• Oversees the daily performance of computer systems and applications.
• Answers user inquiries regarding computer software or hardware operation to resolve problems.
• Monitors ticket queues, assigns tickets to appropriate staff, and escalates tickets until resolved.
• Confer with users or conduct computer diagnostics to investigate and resolve problems or provide technical assistance and support.

• At least six months of experience handling customers, questions, complaints, or providing information in a call center environment.
• 2+ years of experience as a Helpdesk Technician with hands‑on knowledge in 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.
• Proficiency in Active Directory.
• Bilingual:
  Spanish.
• IT Help Desk Call Center experience.
• Minimum of 2 years of experience monitoring ticket queues, installing and performing minor repairs to hardware or software, answering user inquiries, and escalating tickets outside of SLAs.