Help Desk Analyst

Job Title: Level 1 Help Desk AnalystLocation: Conyers, GA 30013 – OnsiteDuration: 8 Months Contract✨ Bilingual (Spanish) Highly Preferred✅ Must Have IT Help Desk Call Center ExperienceJob Overview:We are seeking a Level 1 Help Desk Analyst to provide first-tier technical assistance and support to both internal and external customers. The ideal candidate will thrive in a fast-paced call center environment, handling a high volume of support calls while maintaining professionalism and strong customer service focus.This role involves troubleshooting hardware, software, and connectivity issues, managing service tickets, escalating complex cases, and ensuring timely issue resolution. You’ll act as the first point of contact for users requiring technical assistance and help maintain efficient IT operations across the organization.Key Responsibilities:• Provide first-level technical support to internal and external users via phone, email, or chat.• Diagnose and resolve issues related to hardware, software, and connectivity.• Manage and monitor ticket queues; assign and escalate tickets appropriately.• Perform basic installation and minor repairs of hardware/software/peripherals.• Assist users with password resets, account management, and website support.• Document all support activities accurately and ensure timely follow-up until issue resolution.• Coordinate with Level 2 support or vendors for escalations as needed.• Deliver exceptional customer service while handling a large volume of inquiries.Qualifications:• 2+ years of experience providing customer or technical support in an IT Help Desk Call Center environment.• Hands-on experience resolving issues with Outlook, Microsoft Office, Windows 7/10, and Active Directory.• Knowledge of Apple iOS environments preferred.• Vocational/Technical degree in Computer Applications, Information Technology, or a related field.• Strong communication and problem-solving skills.• Bilingual (Spanish) – Highly Desired.Required / Desired SkillsSkillRequired / Desired ExperienceIT Help Desk / Call Center Support Required 2 YearsTroubleshooting Outlook, MS Office, Windows 7/10, Active Directory / Required 2 YearsTicket management and escalation within SLA/ Required 2 YearsHardware/software installation & minor repairs/ Required 2 YearsCustomer support & issue resolution/ Required 2 YearsBilingual – Spanish/ Highly Desired