Help Desk Analyst

Ark Solutions Inc is looking for Help Desk Analyst (Customer Service Focused).

Position: Help Desk Analyst (Customer Service Focused)
Location: Conyers, GA (Hybrid)
Duration: 12+ Months and possibility of extension

Description:
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. Under direct supervision, assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise.

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.

Day-to-day 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 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

Skills Required / Desired Experience Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college Required Experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10, Active Directory. Required 1 Year Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLA's until resolved. Required 1 Year Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. Required 1 Year Answer user inquiries regarding computer software or hardware operation to resolve problems. Required 1 Year Bilingual - Spanish/English Required