Helpdesk Analyst

Job Description

Job Title: Help Desk Analyst - Onsite

Primary Skills: bilingual English/Spanish, help desk technician, Outlook, MS Office, Win 7 & 10, Active Directory, monitor ticket queues, install, minor repairs to hardware, software, equipment, Apple iOS.

Location: Conyers, GA (Prefer candidates local to the Conyers, GA region.) Conyers is considered a suburb of Atlanta, GA and is approximately 24 miles east of downtown Atlanta.

Work address: 2206 East View Parkway, Conyers, GA 30013.

Start details: 5/26/2025

Duration: 6/30/2026 (anticipated to be renewed)

Work arrangement: Onsite only.

Interview: Either Web cam or in-person only.

MUST be Bilingual, Spanish/English.

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.

Required Skills

- Experience in IT or related field. Required. 1 + yrs.

- Education: Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college. Required.

- Certifications:

- Knowledge of Apple iOS. Highly desired.

- Experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10, Active Directory. Required. 1 + yr.

- Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLA’s until resolved. Required. 1 + yr.

- Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. Required. 1 + yr.

- Answer user inquiries regarding computer software or hardware operation to resolve problems. Required. 1 + yr.

- Bilingual - Spanish/English. Required.

Education:

Bachelor's degree in information Technology or related field or equivalent experience required.

Company Description

Hire IT People, Inc provides full time and contractual IT staffing nationwide. We presently provide services to several governments and state agencies, Fortune 500 companies, and leading mid-market companies in several including healthcare, insurance, retail, state/governments.

We serve Government agencies, Fortune 500 and leading mid-market companies across every Industry

Our candidate network includes thousands in our database and targeted networks including top social sites

We gather information about your future hiring needs to perform a pro-active search, we mostly work with local candidates

Our cutting-edge recruitment tools help minimize the complexities of hiring and reaching the right talent

We can provide experienced IT Professionals for your IT Projects covering most Technologies and roles