IT Help Desk Analyst

Responsibilities

• Respond to and resolve customer inquiries regarding DDS Online Services accounts, identity verification processes, address change transactions, and digital license 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.

Requirements

• 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.
• 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.
• Must have call center experience.

Preferred Qualifications

• Three (3) years of experience processing driver's 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.

Benefits

• Healthcare Insurance: Synectics offers eligible employees and their dependents healthcare coverage through BlueCross BlueShield of Illinois. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full-time employment with Synectics. Premiums are subsidized by Synectics.
• Dental Insurance: Synectics offers eligible employees and their dependents a dental plan through MetLife. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full-time employment with Synectics.
• Vision Insurance: Synectics offers eligible employees vision insurance through VSP. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full-time employment with Synectics.
• 401(k) Plan: Synectics offers all employees who are 21 years of age or older the opportunity to invest in the 401(k) Plan on the first of the month following at least 1 calendar year after employment begins.