What are the responsibilities and job description for the Help Desk Analyst position at Ventures Unlimited Inc?
Job Title: Level 1 Help Desk Analyst (803954)
Location: Conyers, GA (Onsite)
Important Requirements:
- Local candidates only
- Bilingual Spanish is required
- Must have IT Help Desk Call Center experience
Position Overview:
Under direct supervision, the Level 1 Help Desk Analyst provides first-level technical support to both internal and external customers. The role requires handling a high volume of calls in a fast-paced call center environment while delivering exceptional customer service and technical assistance.
Key Responsibilities:
- Provide Tier 1 technical support for hardware, software, and connectivity issues
- Troubleshoot issues related to Outlook, Microsoft Office, Windows 7, and Windows 10
- Respond to customer inquiries regarding software and hardware operation
- Monitor support ticket queues and assign tickets to appropriate internal and external support teams
- Escalate unresolved issues to second-tier support and senior management as required
- Open and manage support tickets with external vendors
- Support external customers with:
- Website assistance
- Password resets
- Online account management
- Mobile Driver's License provisioning
- Perform system diagnostics and assist users with issue resolution
- Ensure timely resolution and closure of support tickets while maintaining excellent customer service
#SKILL MATRIX:
- Vocational/Technical degree in computer applications, computer technology, or a closely related area from an accredited college
- Experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10, Active Directory.
- Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLA’s until resolved.
- Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
- Answer user inquiries regarding computer software or hardware operation to resolve problems.
- Bilingual - Spanish
- IT Help Desk Call Center exp