IT Help Desk Analyst

Contract role based in Conyers, GA, onsite for approximately 10 months (August 31, 2026 – June 30, 2027). In-person interviews required.

About the role

The IT Help Desk Analyst delivers technical and customer support within a high-volume call center setting. Working under general supervision, this role assists end-users with online account creation, system access, identity verification for address changes, and digital license issuance. The position handles Tier 1 inquiries directly and escalates more complex technical issues to Tier 2 support as needed, ensuring high standards of accuracy and efficiency.

Responsibilities

• Address and resolve customer inquiries related to online service accounts, identity verification, address changes, and digital license issuance.
• Answer and manage an average of 65–90 customer calls daily while adhering to quality standards and service level agreements.
• Troubleshoot Tier 1 issues and route non-routine or complex items to Tier 2 technical support.
• Maintain clear and accurate documentation of all customer interactions and account activities.
• Communicate professionally with internal departments, executive management, and external partners.
• Participate in departmental task forces, project teams, and continuous process improvement initiatives.
• Remain updated on organizational policies, system workflows, and operational procedures.

Requirements

• High School Diploma or GED.
• Minimum of 2 years of full-time call center or customer service experience within the last 7 years.
• Minimum of 2 years of hands-on experience using standard business computer software and applications.
• Demonstrated ability to manage multiple priorities effectively in a fast-paced environment.
• Strong verbal and written communication skills paired with critical-thinking abilities.

Preferred Qualifications

• 5 years of experience in a high-volume call center environment.
• 4 years of general customer service experience.
• 3 years of experience processing driver's license transactions.
• Hands-on experience with identity verification or credential issuance processes.
• Proficiency with Windows 11 and Microsoft Office applications.

Schedule

Standard full-time hours (8 hours per day, 5 days per week).