IT Help Desk Analyst

Job Description

Job Description

IT Help Desk Analyst

Location: Conyers, Georgia
Work Arrangement: Onsite
Employment Type: Contract
Candidate Requirement: Local candidates only

Position Summary

We are seeking an experienced IT Help Desk Analyst to provide technical and customer support in a high-volume call center environment .

The successful candidate will handle customer inquiries related to online service accounts, identity verification, address change transactions, and digital license issuance. This role requires excellent communication, strong analytical and problem-solving skills, attention to detail, and the ability to manage a high volume of customer interactions while maintaining service quality.

Call center experience is required.

Key Responsibilities

• Respond to and resolve customer inquiries regarding online service accounts, identity verification, address change transactions, and digital license issuance.
• Handle an average of 6590 customer calls per day while maintaining established service levels and quality standards.
• Provide professional and exceptional customer service when addressing complex customer issues.
• Identify appropriate solutions and troubleshoot customer concerns efficiently.
• Maintain accurate documentation and records of customer interactions and transactions.
• Manage multiple customer issues and priorities in a fast-paced environment.
• Respond professionally and promptly to inquiries from management, stakeholders, and business partners.
• Participate in task forces, project teams, and workgroups supporting organizational initiatives.
• Build and maintain productive relationships with internal departments and external business partners.
• Contribute to continuous process improvement efforts.
• Stay current on applicable policies, procedures, and technology updates.
• Adapt to changing processes, technologies, and business requirements.

Minimum Qualifications

• High School Diploma or GED.
• 2+ years of full-time call center or customer service experience within the last 7 years.
• Proficiency with computer applications and standard business software.
• Strong verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Ability to manage multiple priorities while maintaining accuracy and customer satisfaction.
• Strong analytical and problem-solving abilities.

Preferred Qualifications

Candidates meeting the minimum qualifications with one or more of the following are preferred:

• 3+ years of experience processing driver's license transactions.
• 5+ years of experience in a high-volume call center environment.
• 4+ years of customer service experience.
• Experience using Windows 11 and Microsoft Office applications.
• Experience with identity verification processes.
• Experience with credential issuance processes.
• Experience troubleshooting and resolving customer issues.
• Experience working with online service platforms or account-access systems.

Knowledge, Skills Abilities

• Excellent customer service and interpersonal skills.
• Strong verbal and written communication.
• Strong analytical and critical-thinking skills.
• Ability to troubleshoot and resolve customer issues efficiently.
• Strong organizational skills and attention to detail.
• Ability to accurately document customer interactions.
• Ability to work independently and as part of a team.
• Ability to work effectively in a high-volume call center environment .
• Adaptability and willingness to embrace changes in processes and technology.
• Ability to communicate effectively with customers, management, stakeholders, and business partners.

Work Location

Conyers, Georgia Onsite

Local candidates only.

Candidates must be able to reliably commute to the work location in Conyers, GA.