What are the responsibilities and job description for the Help Desk Analyst position at Trilyon, Inc.?
About Trilyon
For over 16 years, Trilyon has been a leader in global workforce solutions, specializing in Cloud Technology, AI/ML, Software Development, Technical Writing, and Digital Transformation. We partner with top companies to deliver high-quality talent in engineering, IT, and emerging technologies.
Job Title- Help Desk Analyst (ONSITE)
Location- Conyers, GA 30013
PAY RATE $20/HR ON W2
*This position is located at DDS Headquarters in Conyers, Georgia*
*Bilingual, Spanish required*
*MUST have IT Help Desk Call Center exp*
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:
• 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
Required/Desired Skills
Skill
Required /Desired
Amount
of Experience
Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college
Required
0
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
0
IT Help Desk Call Center exp
Required
2
Years
Equal Employment Opportunity (EEO) Statement
Trilyon, Inc. is an Equal Opportunity Employer committed to diversity, equity, and inclusion. We do not discriminate on the basis of race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected class under applicable law. Our diverse workforce drives innovation, creativity, and competitiveness, making us stronger and more adaptable.
How to Apply
Interested candidates should submit their resume to aakanksha@trilyonservices.com
Salary : $20