Job Title: IT Helpdesk Analyst (Windows, Active Directory, Call Center DDS, Bilingual Preferred)

Location: Conyers, GA (Onsite - Local Candidates)

We are currently seeking candidates who meet the following qualification

• Provide first-level technical support to users for hardware, software, and connectivity issues.
• Monitor and manage ticket queues, assign and escalate tickets as needed, and ensure timely resolution.
• Respond to user inquiries regarding system operations, applications, and general IT concerns.
• Perform diagnostics to identify, troubleshoot, and resolve technical issues.
• Escalate complex problems to Tier 2 support or senior technical staff as appropriate.
• Assist external customers with password resets, online account management, and mobile driver's license provisioning.
• Maintain accurate records of issues, resolutions, and communication in the ticketing system.
• Deliver professional, empathetic customer service while managing multiple cases simultaneously.

• Hands-on experience resolving issues with Microsoft Outlook, MS Office, Windows 7/10, and Active Directory.
• Demonstrated experience working in an IT Help Desk or Call Center environment.
• Ability to install and perform basic repairs to hardware, software, and peripherals.
• Strong diagnostic, problem-solving, and multitasking skills.
• Excellent written and verbal communication abilities.
• Vocational/Technical degree in Computer Applications, Computer Technology, or a closely related field.

• Bilingual in English and Spanish.
• Knowledge of Apple iOS platforms.
• Experience managing service tickets and escalations according to SLAs.
  
  If you meet these qualifications, please submit your application via link provided in LinkedIn.
  Kindly do not call the general line to submit your application.