IT Help Desk Analyst

Ubertal Inc; Conyers (GA); On-site; USD 30,000 - 48,000; Full time

Benefits offered by this job

Onsite in Conyers

Contract role

Job summary

Ubertal Inc. is seeking an IT Help Desk Analyst for a 10-month contract in Conyers, GA. This onsite role handles Tier 1 user issues, including account creation, access, and license issuance, escalating complex cases to Tier 2 as needed.

The ideal candidate has a strong customer-service background, solid Windows 11 and Office skills, and the ability to multi-task in a fast-paced call center environment.

Qualifications

• Minimum 2 years of full-time call center or customer service experience within the last 7 years.
• Minimum 2 years of hands-on experience using standard business software and applications.
• High School Diploma or GED required.

Responsibilities

• Address and resolve inquiries related to online service accounts, identity verification, address changes, and digital licenses.
• Answer and manage an average of 65–90 customer calls daily while meeting quality standards and SLAs.
• Troubleshoot Tier 1 issues and escalate complex items to Tier 2 support as needed.
• Maintain clear, accurate documentation of all customer interactions and account activities.
• Communicate professionally with internal teams, management, and external partners.
• Participate in task forces and continuous process improvement initiatives.
• Stay updated on policies, workflows, and procedures.

Skills

Strong verbal and written comms

Multitasking & prioritization

Problem solving

Team collaboration

Education

High School Diploma or GED

Tools

Windows 11

Microsoft Office

Job description

Position Title: IT Help Desk Analyst

Location: Conyers, GA

Engagement Type: Contract

Work Mode: Onsite

Duration: Approximately 10 Months (August 31, 2026 June 30, 2027)

Interview Type: In-Person

Role Overview

The IT Help Desk Analyst delivers technical and customer support within a high-volume call center setting. Working under general supervision, this role assists end-users with online account creation, system access, identity verification for address changes, and digital license issuance. The position handles Tier 1 inquiries directly and escalates more complex technical issues to Tier 2 support as needed, ensuring high standards of accuracy and efficiency.

Key Responsibilities

• Address and resolve customer inquiries related to online service accounts, identity verification, address changes, and digital license issuance.

• Answer and manage an average of 65 90 customer calls daily while adhering to quality standards and service level agreements.

• Troubleshoot Tier 1 issues and route non-routine or complex items to Tier 2 technical support.

• Maintain clear and accurate documentation of all customer interactions and account activities.

• Communicate professionally with internal departments, executive management, and external partners.

• Participate in departmental task forces, project teams, and continuous process improvement initiatives.

• Remain updated on organizational policies, system workflows, and operational procedures.

Required Skills & Experience

• High School Diploma or GED.

• Minimum of 2 years of full-time call center or customer service experience within the last 7 years.

• Minimum of 2 years of hands-on experience using standard business computer software and applications.

• Demonstrated ability to manage multiple priorities effectively in a fast-paced environment.

• Strong verbal and written communication skills paired with critical-thinking abilities.

Preferred Skills

• 5 years of experience in a high-volume call center environment.

• 4 years of general customer service experience.

• 3 years of experience processing driver's license transactions.

• Hands-on experience with identity verification or credential issuance processes.

• Proficiency with Windows 11 and Microsoft Office applications.

Additional Details

• Work Location: 100% Onsite in Conyers, GA (No remote option available).

• Schedule: Standard full-time hours (8 hours per day, 5 days per week).

• Candidate Requirement: Must be a local candidate.