Help Desk Analyst - Onsite (Conyers, GA)

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

• Provide frontline support for hardware, software, and connectivity issues

• Troubleshoot and resolve customer problems related to computer systems and applications

• Monitor ticket queues, assign tickets, and escalate issues to second-tier support or senior management

• Handle high volumes of calls, deliver top-tier customer service, and manage tickets through resolution

• Assist external customers with website support, password resets, online account issues, and mobile driver's license provisioning

• Perform minor repairs and installations of hardware, software, and peripherals

• Maintain service excellence during difficult interactions until ticket completion

Required Skills & Qualifications

• Vocational/Technical degree in computer applications, computer technology, or related field

• Minimum 2 years' experience in an IT help desk call center environment

• 2+ years supporting users with Outlook, MS Office, Windows 7/10, and Active Directory

• Experience with ticket queue management and escalation practices

• Hands-on experience troubleshooting user inquiries and repairing IT equipment

• Knowledge of Apple iOS

• Excellent communication and customer service skills

• Bilingual Spanish fluency highly preferred