NOVALINK SOLUTIONS LLC

GA DDS Level 1 Help Desk Analyst - onsite Conyers, GA

NOVALINK SOLUTIONS LLC  •  Conyers, GA (Onsite)  •  4 hours ago
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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 driver's 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.

Qualifications:

• Six months of experience handling customers, questions, complaints, and/or providing information in a call center environment.

• 2+ 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

This position is located at DDS Headquarters in Conyers, Georgia.


Requirements


Skill

Required / Desired

Amount

of Experience

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


Experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10, Active Directory.
Required
2
Years

Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLA’s until resolved.
Required
2
Years

Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
Required
2
Years

Answer user inquiries regarding computer software or hardware operation to resolve problems.
Required
2
Years

Bilingual - Spanish
Required


IT Help Desk Call Center exp
Required
2
Years
NOVALINK SOLUTIONS LLC

About NOVALINK SOLUTIONS LLC

Novalink Solutions LLC (Novalink) is a global consulting and engineering services company. The company provides temporary and permanent staffing services in a variety of areas including Information Technology, Accounting/Finance, Engineering, Insurance, Healthcare, Marketing/Operations, Government Affairs, and Administration. Relying on core competencies of its people and agile processes, Novalink commits to deliver highest quality of service to clients and partners at the most optimal pricing.

Novalink has a global network of experienced and dedicated technical professionals. The Company’s executive team members have an average of twenty (20) years in the Telecommunications and Information Technology areas along with proven experience in executive leadership and strategy implementation. Novalink has its main office in Atlanta, GA.

Novalink has three core business units (1) Managed Engineering Services and (2) Staff Augmentation Services in the areas of expertise in IT/Software Engineering and Telecommunications/Wireless Network Engineering and (3) Non-Executive Staffing Services. Novalink’s targeted markets include Government, Telecommunications companies, Insurance, Energy, Healthcare, and Utilities. Its current client list includes thirty five (35) State governments and several Fortune 500 companies in various target markets. Novalink is Federal GSA Schedule 70 Contract Holder.

Based out of Atlanta, with offices in New York, Maryland, North Carolina and Texas, Novalink’s primary customers are government agencies, telecommunications companies, the healthcare industry, along with energy and utilities.

Industry
IT & Software
Company Size
51-200 employees
Headquarters
Suwanee, Georgia
Year Founded
2003
Website
novalink-solutions.com
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