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Job Details

Position:	Help Desk Analyst (Ref: 18383)
Location:	Conyers, GA 30013 USA
Duration:	1 Years 0 Months 28 Days - Contract
Openings:	1
Deadline:	06/08/2026
Pay Rate:	Login

Description:

***Local Candidates
***MUST be Bilingual, Spanish*
***MUST have Call Center experience*

We are seeking a Help Desk Analyst.

Roles and Responsibilities:
• 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 escalating to the appropriate second-tier support, opening tickets with various vendors, and escalating to Senior level management.
• External customer support ranges from general website support, assistance with password resets, online account management and the provision 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.
• 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.
• High School diploma or GED
• Six months of experience handling customers, asking questions, complaints, and/or providing information in a 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

Required / Desired Skills

• Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college (Required 1 Years)
  
• Experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10, Active Directory. (Required 2 Years)
  
• Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLA’s until resolved. (Required 2 Years)
  
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. (Required 2 Years)
  
• Answer user inquiries regarding computer software or hardware operation to resolve problems. (Required 2 Years)
  
• Bilingual - Spanish (Required 1 Years)
  
• IT Help Desk Call Center experience (Required 2 Years)