GA DDS - Level 1 IT Help Desk Analyst -

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 escalate 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.


Required/Desired Skills
SkillRequired /DesiredAmountof ExperienceVocational/Technical degree in computer applications computer technology or a closely related area from an accredited college Required0Experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook MS Office Win 7 and 10 Active Directory.Required1YearsMonitor ticket queues assign tickets to appropriate internal and external support staff escalate tickets outside of SLA s until resolved.Required1YearsInstall and perform minor repairs to hardware software or peripheral equipment following design or installation specifications.Required1YearsAnswer user inquiries regarding computer software or hardware operation to resolve problems.Required1YearsIT Help Desk Call Center expRequired0
Questions
No.QuestionQuestion1Absences greater than two weeks MUST be approved by CAI management in advance and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement Question2Please list candidates email address.Question3Candidate must be paid AT LEAST BR if selected for engagement. Candidate can be paid more; however the SRP rate cannot exceed BR. Do you accept this requirementQuestion4The maximum markup for this engagement s SRP rate is 35%. To be competitive on pricing a markup below the 35% threshold is suggested. Do you agree to propose a markup at or below 35%Question5This assignment is contingent upon customer renewal and availability of adequate funding. Do you accept this requirementQuestion6The selected candidate will be expected to start their engagement no later than 2 weeks (10 business days) from the client s selection date. Do you accept this requirementQuestion7Onsite Required: Due to the essential nature of the work to be performed this position REQUIRES the selected candidate to work ONSITE for the duration of the assignment. Candidates will not be permitted to work remotely. Do you accept this requirement