IT Help Desk Call Center

Only qualified Help Desk Analyst candidates located near the Conyers GA area to be considered due to the position requiring an onsite presence***

REQUIRED EDUCATION:
Vocational/Technical degree in computer applications computer technology or a closely related area from an accredited college

REQUIRED EXPERIENCE KNOWLEDGE ABILITIES AND SKILLS:
Experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook MS Office Win 7 and 10 Active Directory (2 Years)
Monitor ticket queues assign tickets to appropriate internal and external support staff escalate tickets outside of SLAs until resolved (2 Years)
Install and perform minor repairs to hardware software or peripheral equipment following design or installation specifications (2 Years)
Answer user inquiries regarding computer software or hardware operation to resolve problems (2 Years)
Bilingual Spanish Required
IT Help Desk Call Centre exp (2 Years)
Six months of experience handling customers questions complaints and/or providing information in a call center environment
Knowledge of Apple iOS

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 centre 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 RESPONSIBILITIES:
Oversee 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

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a clients business needs and requirements.**