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Overview:

TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client provides a full range of services including web portal providing information on the state, business and economic development, public safety, Learning, law, justice, health, education, Corrections, transportation, IT, Social Services and culture. It also supplies information on government services and current job openings.

Position: GA DDS Help Desk Analyst 1

Location: Atlanta GA 30013

Duration: 12 Months

Job Type: Contract

Work Type: Hybrid

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 centre 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 driver's 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 centre 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.

TekWissen Group

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