Title: Technical Support Specialist

Location: 2206 East View Parkway, Conyers, GA 30013

Duration: 12+ Months Contract to Hire

Shift hours: Monday to Friday 8:00 AM to 5:00 PM

Pay Rate: $20.00/hr on w2 without Benefits

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 drivers 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.

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:

• 1+ 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

Job Type: Contract

Salary: $19.00 - $20.00 per hour

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Conyers, GA 30013: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Experience:

• Technical support: 1 year (Required)
• Help desk: 1 year (Required)
• Active Directory: 1 year (Required)
• Ticketing: 1 year (Required)

Language:

• Bilingual Spanish (Required)

Work Location: One location

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