Help Desk Specialist

ATC; Atlanta (GA); On-site; USD 40,000 - 55,000; Full time

Job summary

ATC is seeking an IT Help Desk Analyst located at DDS Headquarters in Conyers, Georgia. This position requires a commitment to providing excellent customer service in a fast-paced call center environment, handling both internal and external technical support issues.

The ideal candidate will have at least six months of call center experience along with 2+ years as a Helpdesk Technician, responsible for troubleshooting software, hardware issues, and managing customer inquiries efficiently.

Qualifications

• Six months of experience in a call center handling customers.
• 2+ years as a Helpdesk Technician with hands-on experience resolving issues with Outlook and MS Office.
• Vocational/Technical degree required.

Responsibilities

• Oversee the daily performance of computer systems and applications.
• Answer inquiries regarding computer software or hardware operation.
• Monitor ticket queues and assign tickets to support staff.
• Provide technical assistance and support.

Skills

Customer service

Technical troubleshooting

Call center experience

Knowledge of Outlook

Knowledge of Apple iOS

Education

Vocational/Technical degree in computer applications

Tools

MS Office

Job description

*This position is located at DDS Headquarters in Conyers, Georgia*

*Bilingual, Spanish preferred not mandate *

*MUST have IT Help Desk Call Center exp*

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 center 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, elevate tickets until resolved.
• Confer with users or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Qualifications

• Six months of experience handling customers, questions, complaints, and/or providing information in a call center environment.
• 2+ years’ experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10.
• Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college.
• Knowledge of Apple iOS.