Position: Help Desk Analyst (Ref: 18610)
Location: Conyers, GA USA, 30013
Salary: $20.00/hr.
Duration: 10 Months 15 Days - Contract
Openings: 1
Deadline: 08/19/2026
Description:
***Location: Conyers, GA (Onsite)
***Work Arrangement: 100% Onsite (8 hours/day, 5 days/week)
The IT Help Desk Analyst is responsible for providing exceptional technical and customer support in a high-volume call center environment. Under general supervision, the incumbent receives and resolves customer inquiries related to online services account creation and access, identity verification for address change transactions, and the issuance of digital credentials.
This role requires strong analytical and problem-solving abilities, excellent communication skills, and a commitment to delivering outstanding customer service. The successful candidate must be capable of managing a high volume of calls while maintaining accuracy, efficiency, and customer satisfaction.
Key Responsibilities
• Under direct supervision, assist customers with tier-one issues or forward-to-tier support for issues beyond subject matter expertise.
• Respond to and resolve customer inquiries regarding online services accounts, identity verification processes, address change transactions, and digital credential issuance.
• Handle an average of 65-90 customer calls per day while maintaining established service levels and quality standards.
• Provide exceptional customer service by professionally addressing complex customer issues and identifying effective solutions.
• Maintain accurate documentation and records of customer interactions and transactions.
• Demonstrate adaptability and a positive attitude in a fast-paced, evolving work environment.
• Respond professionally and promptly to inquiries from executive management, stakeholders, and business partners.
• Participate in task forces, project teams, and workgroups to support departmental and organizational initiatives.
• Build and maintain productive relationships with internal departments and external business partners.
• Contribute to continuous process improvement efforts and support organizational goals.
• Stay current on policies, procedures, and technology updates relevant to assigned responsibilities.
Minimum Qualifications
• High School Diploma or GED.
• Two (2) years of full-time experience within the last seven (7) years providing call center support or customer service.
• Proficiency with computer applications and standard business software.
• Strong verbal and written communication skills.
• Ability to effectively manage multiple priorities while maintaining a high level of customer service.
Preferred Qualifications
• Three (3) years of experience processing official credential or license transactions.
• Five (5) years of experience in a high-volume call center environment.
• Four (4) years of customer service experience.
• Proficiency using Windows 11 and Microsoft Office applications.
• Experience working with identity verification or credential issuance processes.
• Demonstrated ability to troubleshoot and resolve customer issues efficiently.
Knowledge, Skills, and Abilities
• Excellent customer service and interpersonal skills.
• Strong problem-solving and critical-thinking abilities.
• Ability to communicate effectively with customers, management, and stakeholders.
• Strong organizational skills with attention to detail and accuracy.
• Ability to work independently and collaboratively in a team environment.
• Adaptability and willingness to embrace change in a dynamic workplace.
Required / Desired Skills
• High School Diploma or GED Required - 1 Years
• Call center support or customer service. Required - 2 Years
• Proficiency with computer applications and standard business software Required - 2 Years
• Experience processing driver's license transactions Required - 3 Years
• Experience in a high-volume call center environment. Required - 5 Years
• Proficiency using Windows 11 and Microsoft Office applications. Required - 1 Years