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Job Title: Bilingual IT Help Desk Analyst (Hybrid)
Location: Conyers, GA
Duration: 6+ Months
Job Type: Corp-Corp / 1099 / Contract W2
Rate: $20/hr. on 1099
Client: State of Georgia
Interview Type: Webcam OR InPerson
Job 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.
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.
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.
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
Skill Matrix
| 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 | 1 | Years |
| Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLA's until resolved. | Required | 1 | Years |
| Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. | Required | 1 | Years |
| Answer user inquiries regarding computer software or hardware operation to resolve problems. | Required | 1 | Years |
| Bilingual - Spanish/English | Required | 0 |
|
Recruiter Details:
Recruiter Name: Sahana
Contact Number: 832-599-7009
About GSK Solutions Inc:
GSK Solutions Inc is a leading information technology (IT) Services Company that specializes in providing complete consulting solutions and staff augmentation to its clients. We provide on-time, on-budget, and quality service to our clients and consistently meet their expectations. We are known for our superior execution on a sustained basis.
GSK has been in the business of providing both commercial and custom product development services, including, Information Security, Software Development, Consulting and IT Audit. GSK implements highly critical and time-sensitive projects for their Fortune 500 clients located across the country.
GSK Solutions
