This Help Desk Analyst 1 position provides technical assistance to internal and external customers in a high-volume call center setting. Responsibilities include troubleshooting hardware, software, and connectivity issues; assisting with website support, password resets, and online account management; managing ticket queues; performing minor hardware and software repairs; and maintaining excellent customer service. The role requires strong communication skills and bilingual proficiency (Spanish/English).
Location:
Washington, District of Columbia, United States
Responsibilities:
- Provide tier one technical assistance to internal and external customers.
- Troubleshoot hardware, software, and connectivity issues for internal customers.
- Escalate complex issues to second-tier support or senior management.
- Assist external customers with website support, password resets, online account management, and mobile driver's license provisioning.
- Monitor, assign, escalate, and follow up on tickets until resolution.
- Install and perform minor repairs on hardware, software, or peripheral equipment.
- Answer user inquiries regarding computer software or hardware operation.
- Maintain a high level of customer service.
- Communicate effectively with a diverse customer base.
Required Skills & Certifications:
- High School diploma or GED.
- Six months of call center customer service experience.
- Bilingual (Spanish/English).
Preferred Skills & Certifications:
- 1+ years of help desk experience.
- Experience with Outlook, MS Office, Windows 7/10, and Active Directory.
- Vocational/technical degree in a related field.
- Knowledge of Apple iOS.
Special Considerations:
- Must be able to start within two weeks of selection.
- Must work onsite for the duration of the assignment.
Scheduling:
Shift timing and scheduling authority not specified in input.
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