Level 1 Help Desk Analyst

Software Technology Inc.

Conyers (GA)

On-site

USD 22,041 - 24,796

Part time

14 days+

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Job summary

A technology service provider is seeking a Level 1 Help Desk Analyst to provide technical assistance to customers. Key responsibilities include troubleshooting hardware and software issues, managing ticket queues, and ensuring high levels of customer service. The ideal candidate should have over 2 years of experience in an IT call center and a technical degree in relevant fields. This role offers a pay range of $16-$18 per hour.

Qualifications

2+ years' experience in an IT call center environment.
Hands on knowledge in resolving issues with Win 7 and 10.
Familiarity with customer complaints and inquiries.

Responsibilities

Oversee daily performance of computer systems and applications.
Answer user inquiries regarding software or hardware operation.
Monitor ticket queues and escalate to support staff.

Skills

Customer service

Technical troubleshooting

Ticket management

Bilingual, Spanish

Education

Vocational/Technical degree in computer applications

Tools

MS Office

Outlook

Apple iOS

Job description

Position Overview

Non-IT Team Lead @ Software Technology Inc. | LinkedIn Certified Recruiter

Level 1 Help Desk Analyst

LOCAL CANDIDATES

*This position is located at DDS Headquarters in

*Bilingual, Spanish highly preferred*

*MUST have IT Help Desk Call Center exp*

Base pay range

$16.00/hr - $18.00/hr

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

Qualifications

2+ years' experience handling customers, questions, complaints, and/or providing information in an IT 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

Seniority level