IT Help Desk Analyst

JPS Tech Solutions; Atlanta (GA); On-site; USD 45,000 - 65,000; Full time

Job summary

JPS Tech Solutions in Atlanta, GA is seeking an IT Help Desk Analyst to provide first-line technical and customer support in a high-volume call center. Under direct supervision, the incumbent assists customers with DDSOnlineServices account creation and access, identity verification for address change transactions, and the issuance of digital licenses, while maintaining accuracy and customer satisfaction.

The role requires strong analytical and problem-solving abilities, excellent communication

Qualifications

• High School Diploma or GED.
• Two years of full-time experience within the last seven years providing call center support or customer service.
• Proficiency with computer applications and standard business software.
• Strong verbal and written communications skills.
• Ability to effectively manage multiple priorities while maintaining a high level of customer service.

Responsibilities

• Respond to and resolve customer inquiries regarding DDS 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

Customer service

Communication skills

Analytical and problem-solving

Multitasking

Education

High School Diploma or GED

Tools

Windows11

Microsoft Office

Job description

Short Description

Under direct supervision, assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise.

Position Summary

The IT Help Desk Analyst is responsible for providing exceptional technical and customer support in a high-volume call center environment. Undergeneralsupervision,theincumbentreceivesandresolvescustomerinquiriesrelatedtoDDSOnlineServicesaccountcreationandaccess,identityverificationforaddresschangetransactions,andtheissuanceofdigitallicenses.

This role requires strong analytical and problem-solving abilities, excellentcommunicationskills,andacommitmenttodeliveringoutstandingcustomerservice.Thesuccessfulcandidatemustbecapableofmanagingahighvolumeofcallswhilemaintainingaccuracy,efficiency,andcustomersatisfaction.

Key Responsibilities

• RespondtoandresolvecustomerinquiriesregardingDDSOnlineServicesaccounts,identityverificationprocesses,addresschangetransactions,anddigitallicenseissuance.
• Handleanaverageof65-90customercallsperdaywhilemaintainingestablishedservicelevelsandqualitystandards.
• Provideexceptionalcustomerservicebyprofessionallyaddressingcomplexcustomerissuesandidentifyingeffectivesolutions.
• Maintainaccuratedocumentationandrecordsofcustomerinteractionsandtransactions.
• Demonstrateadaptabilityandapositiveattitudeinafast-paced,evolvingworkenvironment.
• RespondprofessionallyandpromptlytoinquiriesfromExecutiveManagement,stakeholders,andbusinesspartners.
• Participateintaskforces,projectteams,andworkgroupstosupportdepartmentalandorganizationalinitiatives.
• Buildandmaintainproductiverelationshipswithinternaldepartmentsandexternalbusinesspartners.
• Contributetocontinuousprocessimprovementeffortsandsupportorganizationalgoals.
• Staycurrentonpolicies,procedures,andtechnologyupdatesrelevanttoassignedresponsibilities.

Minimum Qualifications

• HighSchoolDiplomaorGED.
• Two(2)yearsoffull-timeexperiencewithinthelastseven(7)yearsprovidingcallcentersupportorcustomerservice.
• Proficiencywithcomputerapplicationsandstandardbusinesssoftware.
• Strongverbalandwrittencommunicationskills.
• Abilitytoeffectivelymanagemultipleprioritieswhilemaintainingahighlevelofcustomerservice.

Preferred Qualifications

Candidateswhomeettheminimumqualificationsandpossessoneormoreofthefollowingwillbegivenpreference:

• Three(3)yearsofexperienceprocessingdriver'slicensetransactions.
• Five(5)yearsofexperienceinahigh-volumecallcenterenvironment.
• Four(4)yearsofcustomerserviceexperience.
• ProficiencyusingWindows11andMicrosoftOfficeapplications.
• Experienceworkingwithidentityverificationorcredentialissuanceprocesses.
• Demonstratedabilitytotroubleshootandresolvecustomerissuesefficiently.

Knowledge, Skills, and Abilities

• Excellentcustomerserviceandinterpersonalskills.
• Strongproblem-solvingandcritical-thinkingabilities.
• Abilitytocommunicateeffectivelywithcustomers,management,andstakeholders.
• Strongorganizationalskillswithattentiontodetailandaccuracy.
• Abilitytoworkindependentlyandcollaborativelyinateamenvironment.
• Adaptabilityandwillingnesstoembracechangeinadynamicworkplace.

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