Job Description
Job Description
Help Desk Analyst – Onsite (Conyers, GA)
Location: Conyers, GA 30013
Work Arrangement: Onsite
Type: Contract | Full-Time
Duration: September 22, 2025 – June 30, 2026
Interview: In Person Only
Bilingual Spanish: Highly Preferred
Local Candidates Only
Job Overview
Seeking a customer-focused Level 1 Help Desk Analyst to provide technical assistance to internal and external users in a high-volume IT call center environment. This position is responsible for resolving tier one technical issues, escalating complex problems, and supporting critical DDS operations.
Key Responsibilities
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Provide frontline support for hardware, software, and connectivity issues
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Troubleshoot and resolve customer problems related to computer systems and applications
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Monitor ticket queues, assign tickets, and escalate issues to second-tier support or senior management
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Handle high volumes of calls, deliver top-tier customer service, and manage tickets through resolution
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Assist external customers with website support, password resets, online account issues, and mobile driver’s license provisioning
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Perform minor repairs and installations of hardware, software, and peripherals
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Maintain service excellence during difficult interactions until ticket completion
Required Skills & Qualifications
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Vocational/Technical degree in computer applications, computer technology, or related field
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Minimum 2 years’ experience in an IT help desk call center environment
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2+ years supporting users with Outlook, MS Office, Windows 7/10, and Active Directory
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Experience with ticket queue management and escalation practices
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Hands-on experience troubleshooting user inquiries and repairing IT equipment
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Knowledge of Apple iOS
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Excellent communication and customer service skills
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Bilingual Spanish fluency highly preferred