Level 1 Help Desk Analyst

GA DDS Level 1 Help Desk AnalystLocation: 2206 East View Parkway Conyers, GA 30013Client: State of GAJob Description:Interview mode: In Person OnlyUnder direct supervision, assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise.LOCAL CANDIDATES*This position is located at DDS Headquarters in Conyers, Georgia**Bilingual, Spanish required**MUST have IT Help Desk Call Center exp*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 driver's 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 ResponsibilitiesOversee 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.Qualifications:Six months of experience handling customers, questions, complaints, and/or providing information in a call center environment.2+ years’ experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10.Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited collegeKnowledge of Apple iOSRequired:Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited collegeExperience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10, Active Directory.2 YearsMonitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLA’s until resolved.2 YearsInstall and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.2 YearsAnswer user inquiries regarding computer software or hardware operation to resolve problems.2 YearsBilingual - SpanishIT Help Desk Call Center exp2 YearsThanks & Regards.An E-Verify CompanyDISCLAIMER: The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, re-transmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer or if you want to be REMOVED please reply with REMOVE in the Subject line of this email.Confidentiality Notice:This communication is transmitted by My3Tech and may contain confidential, proprietary, privileged, or legally protected information, including Protected Health Information (PHI), where applicable, and is intended solely for the use of the individual or entity to whom it is addressed. If you are not the intended recipient, any review, disclosure, copying, distribution, or use of this communication is strictly prohibited. If you have received this communication in error, please notify the sender immediately and delete or destroy all copies of the material received.