Level 1 Help Desk Analyst (Bilingual) (803954)

Nitelines Usa • Conyers, GA

1d • Onsite

About The Position

This position is located at DDS Headquarters in Conyers, Georgia. The role requires bilingual Spanish proficiency and experience in an IT Help Desk Call Center environment. The primary responsibility is to provide technical assistance to both internal and external customers for tier one issues, handling a high volume of calls with a focus on customer service. This includes troubleshooting hardware, software, and connectivity issues, escalating problems to appropriate second-tier support, opening tickets with vendors, and escalating to senior management. External customer support involves general website assistance, password resets, online account management, and provisioning of mobile driver's licenses. The Analyst must deliver a high level of customer service, manage a large volume of calls, and see tickets through to completion, even in difficult situations.

Requirements

• Bilingual, Spanish required
• IT Help Desk Call Center experience
• Six months of experience handling customers, 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

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree