IT Help Desk Analyst (809654)

NITELINES USA, INC; Conyers (GA); On-site; USD 52,349,000 - 59,237,000; Full time

Job summary

NiteLines USA, headquartered at DDS Headquarters in Conyers, GA, seeks an IT Help Desk Analyst (809654) at a pay rate of $20.00 per hour. The assignment runs for 6 months or longer, located in Conyers, GA, with 8 hours per day, 5 days a week.

Under supervision, you assist customers with tier one issues or forward to second tier support as needed. Responsibilities include handling high-volume calls in a call center, troubleshooting hardware, software, and connectivity, opening tickets, and

Qualifications

• High School diploma or GED required.
• Six months IT Level 1 support experience in a call center.
• One year + Helpdesk experience with Outlook/MS Office and Windows 7/10 (preferred).
• Vocational/Technical degree in computer applications or related area (preferred).
• Knowledge of Apple iOS (preferred).

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 staff, escalate until resolved.
• Confer with users, or conduct diagnostics to investigate and resolve problems.

Skills

Outlook

MS Office

Apple iOS

Call center experience

Customer service

Education

High School diploma or GED

Vocational/Technical degree in Computer Applications or related area

Job description

E established in 1994, NiteLines USA has successfully delivered support services to more than 144 government institutions and medical treatment facilities across the country. We’re a dynamic and growing organization, offering a wide range of employment opportunities. We are seeking professionals and dedicated individuals to be part of our team, where integrity, respect, accountability, and collaboration are among our core principles. Work with a dedicated and caring organization and start doing your life's best work.

GA DDS IT Help Desk Analyst (809654)

Pay rate : $20.00 per hour

Assignment ( 6 months +)

Job Location : 2206 East View Parkway Conyers, GA 30013

Hours: 8 hours daily/5 days weekly

Job Summary

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

LOCAL CANDIDATES

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

Call Center environment

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

Minimum Qualifications

• High School diploma or GED
• Six months of IT Level 1 support experience handling customers, questions, complaints, and/or providing information in a call center environment.

Preferred Qualifications

• 1+ 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

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