IT Help Desk Analyst (Onsite)

Job Title


IT Help Desk Analyst (Onsite)


Location


Conyers, GA


Duration


9 Months


Pay Rate


$20/hr on C2C/1099/W2 all inclusive


Interview Type


In Person Only


Note

• LOCAL CANDIDATES
• This position is located at DDS Headquarters in Conyers, Georgia MUST have Call Center exp

Job Description


Position Summary


The IT Help Desk Analyst is responsible for providing exceptional technical and customer support in a high-volume call center environment. Under general supervision, the incumbent receives and resolves customer inquiries related to DDS Online Services account creation and access, identity verification for address change transactions, and the issuance of digital licenses.


This role requires strong analytical and problem-solving abilities,excellent communication skills, and a commitment to delivering outstanding customer service. The successful candidate must be capable of managing a high volume of calls while maintaining accuracy, efficiency, and customer satisfaction.

Key Responsibilities

• Respond to and resolve customer inquiries regarding DDS Online Services accounts, identity verification processes, address change transactions, and digital license issuance.
• Handle an average of 65 90 customer calls per day while maintaining established service levels and quality standards.
• Provide exceptional customer service by professionally addressing complex customer issues and identifying effective solutions.
• Maintain accurate documentation and records of customer interactions and transactions.
• Demonstrate adaptability and a positive attitude in a fast-paced, evolving work environment.
• Respond professionally and promptly to inquiries from Executive Management, stakeholders, and business partners.
• Participate in task forces, project teams, and workgroups to support departmental and organizational initiatives.
• Build and maintain productive relationships with internal departments and external business partners
• Contribute to continuous process improvement efforts and support organizational goals.
• Stay current on policies, procedures, and technology updates relevant to assigned responsibilities.

Minimum Qualifications

• High School Diploma or GED.
• Two (2) years of fulltime experience within the last seven (7) years providing call center support or customer service.
• Proficiency with computer applications and standard business software.
• Strong verbal and written communication skills.
• Ability to effectively manage multiple priorities while maintaining a high level of customer service.

Preferred Qualifications


Candidates who meet the minimum qualifications and possess one or more of the following will be given preference:

• Three (3) years of experience processing driver's license transactions.
• Five (5) years of experience in a high-volume call center environment.
• Four (4) years of customer service experience.
• Proficiency using Windows 11 and Microsoft Office applications.
• Experience working with identity verification or credential issuance processes.
• Demonstrated ability to troubleshoot and resolve customer issues efficiently.

Knowledge, Skills, and Abilities

• Excellent customer service and interpersonal skills
• Strong problem-solving and critical-thinking abilities.
• Ability to communicate effectively with customers, management, and stakeholders.
• Strong organizational skills with attention to detail and accuracy.
• Ability to work independently and collaboratively in a team environment.
• Adaptability and willingness to embrace change in a dynamic workplace.

Top Skills & Years of Experience


Required/Desired Skills


Skill


Required /Desired


Amount


of Experience


High School Diploma or GED


Required


0

call center support or customer service.


Required


2


Years


Proficiency with computer applications and standard business software


Required


2


Years


experience processing driver's license transactions


Highly desired


3


Years


experience in a high-volume call center environment.


Highly desired


5


Years


Proficiency using Windows 11 and Microsoft Office applications.


Highly desired


0

Recruiter Details


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