Help Desk Analyst Onsite (Conyers, GA)
Location: Conyers, GA 30013
Work Arrangement: Onsite
Type: Contract | Full-Time
Duration: September 22, 2025 June 30, 2026
Interview: In Person Only
Bilingual Spanish: Highly Preferred
Local Candidates Only
Job Overview
Seeking a customer-focused Level 1 Help Desk Analyst to provide technical assistance to internal and external users in a high-volume IT call center environment. This position is responsible for resolving tier one technical issues, escalating complex problems, and supporting critical DDS operations.
Key Responsibilities
Provide frontline support for hardware, software, and connectivity issues
Troubleshoot and resolve customer problems related to computer systems and applications
Monitor ticket queues, assign tickets, and escalate issues to second-tier support or senior management
Handle high volumes of calls, deliver top-tier customer service, and manage tickets through resolution
Assist external customers with website support, password resets, online account issues, and mobile driver's license provisioning
Perform minor repairs and installations of hardware, software, and peripherals
Maintain service excellence during difficult interactions until ticket completion
Required Skills & Qualifications
Vocational/Technical degree in computer applications, computer technology, or related field
Minimum 2 years' experience in an IT help desk call center environment
2+ years supporting users with Outlook, MS Office, Windows 7/10, and Active Directory
Experience with ticket queue management and escalation practices
Hands-on experience troubleshooting user inquiries and repairing IT equipment
Knowledge of Apple iOS
Excellent communication and customer service skills
Bilingual Spanish fluency highly preferred
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