Job Description

Title: Help Desk Analyst 1

Location: View Parkway, Conyers, GA 30013

Client: State of Georgia

Note: This is a hybrid position, and the client preferred local candidate.

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 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.
  
• This position is located at DDS Headquarters in Conyers, Georgia.

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

• 2+ 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

If you are: bright, motivated, skilled, a difference-maker, able to get things done, work with minimum direction,

enthusiastic, a thinker, able to juggle and multi-task, communicate effectively, and lead, then

we would like to hear from you. We need exceptionally capable people for this role for our client,

so get back to us and tell us why you think you are a fit.

About Us:

Since 2000, Tri-Force Consulting Services () has been an MBE/SDB certified IT Consulting

firm in the Philadelphia region. Tri-Force specializes in IT staffing, software development (web and mobile apps),

systems integration, data analytics, system automation, cybersecurity, and cloud technology solutions for government

and commercial clients. Tri-Force works with clients to overcome obstacles such as increasing productivity,

increasing efficiencies through automation, and lowering costs. Our clients benefit from our three distinguishing

core values: integrity, diligence, and technological excellence.

Tri-Force is a six-time winner among the fastest-growing companies in Philadelphia and a four-time winner on the

Inc. 5000 list of the nation's fastest-growing companies.

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