IT Help Desk Analyst - Lvl 1 - Call Center

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

Call Center environment

• 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 drivers 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

Minimum Qualifications

• High School diploma or GED
• Six months of experience handling customers questions complaints and/or providing information in a call center environment

Preferred Qualifications

• years experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook MS Office Win and
• Vocational/Technical degree in computer applications computer technology or a closely related area from an accredited college
• Knowledge of Apple iOS

• This position is located at DDS Headquarters in Conyers Georgia