Helpdesk Technician - American Technology Consulting

Title: Help Desk AnalystLocation: 2206 East View ParkwayConyers, GA 30013Interview:- Either Webcam or In PersonLOCAL CANDIDATESThis position is located at DDS Headquarters in Conyers, Georgia.Call Center environmentProvides technical assistance to both internal and external customers for tierone issues. This position requires handling a high volume of calls in a callcenter environment focused on customer service.Internal customer support involves troubleshooting hardware, software, andconnectivity issues. The Analyst will be responsible for escalation to theappropriate second tier support, opening tickets with various vendors, andescalation to Senior level management.External customer support ranges from general website support, assistance withpassword resets, online account management and the provisioning of mobiledrivers licenses. The Analyst will be expected to provide a high level ofcustomer service while handling a large volume of calls and difficult situationsall 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 toresolve problems.• Monitor ticket queues, assign tickets to appropriate internal and externalsupport staff, escalate tickets until resolved.• Confer with users, or conduct computer diagnostics to investigate and resolveproblems or to provide technical assistance and support.Minimum Qualifications:• High School diploma or GED• Six months of experience handling customers, questions, complaints, and/orproviding information in a call center environment.Preferred Qualifications• 1+ years’ experience performing as Helpdesk Technician with hands on knowledgein resolving issues with Outlook, MS Office, Win 7 and 10.• Vocational/Technical degree in computer applications, computer technology or aclosely related area from an accredited college• Knowledge of Apple iOS