IT Help Desk Analyst

Position Title: IT Help Desk Analyst Location: Conyers, GA Engagement Type: Contract Work Mode: Onsite Duration: Approximately 10 Months (August 31, 2026 June 30, 2027) Interview Type: In-Person Role Overview The IT Help Desk Analyst delivers technical and customer support within a high-volume call center setting. Working under general supervision, this role assists end-users with online account creation, system access, identity verification for address changes, and digital license issuance. The position handles Tier 1 inquiries directly and escalates more complex technical issues to Tier 2 support as needed, ensuring high standards of accuracy and efficiency. Key Responsibilities Address and resolve customer inquiries related to online service accounts, identity verification, address changes, and digital license issuance. Answer and manage an average of 65 90 customer calls daily while adhering to quality standards and service level agreements. Troubleshoot Tier 1 issues and route non-routine or complex items to Tier 2 technical support. Maintain clear and accurate documentation of all customer interactions and account activities. Communicate professionally with internal departments, executive management, and external partners. Participate in departmental task forces, project teams, and continuous process improvement initiatives. Remain updated on organizational policies, system workflows, and operational procedures. Required Skills & Experience High School Diploma or GED. Minimum of 2 years of full-time call center or customer service experience within the last 7 years. Minimum of 2 years of hands-on experience using standard business computer software and applications. Demonstrated ability to manage multiple priorities effectively in a fast-paced environment. Strong verbal and written communication skills paired with critical-thinking abilities. Preferred Skills 5 years of experience in a high-volume call center environment. 4 years of general customer service experience. 3 years of experience processing driver's license transactions. Hands-on experience with identity verification or credential issuance processes. Proficiency with Windows 11 and Microsoft Office applications. Additional Details Work Location: 100% Onsite in Conyers, GA (No remote option available). Schedule: Standard full-time hours (8 hours per day, 5 days per week). Candidate Requirement: Must be a local candidate. #J-18808-Ljbffr