Help Desk IT Support / Technical Support

GA DDS IT Help Desk Analyst (809654)

CAI Contract Manager:
Under direct supervision, assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise. LOCAL CANDIDATES

*MUST have Call Center exp*
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.
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.
Participate in task forces, project teams, and workgroups to support departmental and organizational initiatives.
Contribute to continuous process improvement efforts and support organizational goals.
Stay current on policies, procedures, and technology updates relevant to assigned responsibilities.
High School Diploma or GED.
Two (2) years of full-time experience within the last seven (7) years providing call center support or customer service.
Proficiency with computer applications and standard business software.
Ability to effectively manage multiple priorities while maintaining a high level of customer service.
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.
Demonstrated ability to troubleshoot and resolve customer issues efficiently.
Excellent customer service and interpersonal skills.
Ability to communicate effectively with customers, management, and stakeholders.
High School Diploma or GED

call center support or customer service.

Proficiency with computer applications and standard business software

experience in a high-volume call center environment.

Proficiency using Windows 11 and Microsoft Office applications.

This assignment is contingent upon customer renewal and availability of adequate funding. Candidates will not be permitted to work remotely.