IT Call Center Help Desk Analyst

DKMRBH Inc; Conyers (GA); On-site; USD 42,000 - 66,000; Full time

Job summary

DKMRBH Inc. is seeking an IT Help Desk Analyst in the United States for a high-volume call center. The role focuses on technical and customer support for Online Services accounts, identity verification, and digital license issuance.

The ideal candidate has at least two years of call center experience, strong communication skills, and proficiency with common business software. Local candidates only, face-to-face interview required.

Qualifications

• Minimum two years of full-time call center or customer service experience.
• Proficiency with computer applications and standard business software.
• Strong verbal and written communication skills.
• Ability to effectively manage multiple priorities while maintaining a high level of customer service.

Responsibilities

• Respond to and resolve customer inquiries regarding 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.
• Demonstrate adaptability and a positive attitude in a fast-paced, evolving work environment.
• Respond professionally and promptly to inquiries from Executive Management, stakeholders, and business partners.
• Participate in task forces, project teams, and workgroups to support departmental and organizational initiatives.
• Build and maintain productive relationships with internal departments and external business partners.
• Contribute to continuous process improvement efforts and support organizational goals.
• Stay current on policies, procedures, and technology updates relevant to assigned responsibilities.

Skills

Call center experience

Customer service

Communication skills

Problem solving

Organizational skills

Teamwork

Education

High School Diploma or GED

Job description

(Local candidates only as F2F Interview is must)

*MUST have Call Center exp*

Position Summary

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 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.

Key Responsibilities

• Respond to and resolve customer inquiries regarding 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.
• Demonstrate adaptability and a positive attitude in a fast‑paced, evolving work environment.
• Respond professionally and promptly to inquiries from Executive Management, stakeholders, and business partners.
• Participate in task forces, project teams, and workgroups to support departmental and organizational initiatives.
• Build and maintain productive relationships with internal departments and external business partners.
• Contribute to continuous process improvement efforts and support organizational goals.
• Stay current on policies, procedures, and technology updates relevant to assigned responsibilities.

Minimum Qualifications

• 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.
• Strong verbal and written communication skills.
• Ability to effectively manage multiple priorities while maintaining a high level of customer service.

Preferred Qualifications

Candidates who meet the minimum qualifications and possess one or more of the following will be given preference:

• Three (3) years of experience processing driver's license transactions.
• 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.
• Experience working with identity verification or credential issuance processes.
• Demonstrated ability to troubleshoot and resolve customer issues efficiently.

Knowledge, Skills, and Abilities

• Excellent customer service and interpersonal skills.
• Strong problem‑solving and critical‑thinking abilities.
• Ability to communicate effectively with customers, management, and stakeholders.
• Strong organizational skills with attention to detail and accuracy.
• Ability to work independently and collaboratively in a team environment.
• Adaptability and willingness to embrace change in a dynamic workplace.

Skill

Required / Desired

Amount

of Experience

High School Diploma or GED

Required

call center support or customer service.

Required

2

Years

Proficiency with computer applications and standard business software

Required

2

Years

experience processing driver's license transactions

Highly desired

3

Years

experience in a high‑volume call center environment.

Highly desired

5

Years

Proficiency using Windows 11 and Microsoft Office applications.

Highly desired