Job Description:
Direct End Client: State of Georgia
Job Title: Help Desk Analyst
Duration: 12 + Months
Start Date: ASAP
Location: 2206 East View Parkway Conyers, GA 30013 (Hybrid)
Position Type: Contract
Interview Type: Webcam / Inperson Interview Only
Ceipal ID: SGA_HD352_SP
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.
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.
Required Skills:
- Experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10, Active Directory.
- Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLA’s until resolved.
- Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
- Answer user inquiries regarding computer software or hardware operation to resolve problems.
- Bilingual - Spanish
- Call Center exp.
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.
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V Group Inc. is an IT Services company which supplies IT staffing, project management, and delivery services in software, network, help desk and all IT areas. Our primary focus is the public sector including state and federal contracts. We have multiple awards/contracts with the following states: CA, FL, GA, MD, MI, NC, NY, OH, OR, PA,TX, VA. If you are considering applying for a position with V Group, or in partnering with us on a position, please feel free to contact me for any questions you may have regarding our services and the advantages we can offer you as a consultant.
Please share my contact information with others working in Information Technology.
Website: www.vgroupinc.com
LinkedIn: www.linkedin.com/company/v-group/
Facebook: www.facebook.com/VGroupIT
Twitter: www.twitter.com/vgroupinc