Position
Summary

The IT Help Desk Analyst is responsible for providing exceptional technical and customer support in a high-volume call center environment. Under
general
supervision,
the
incumbent
receives
and
resolves
customer
inquiries
related
to
DDS
Online
Services
account
creation
and
access,
identity
verification
for
address
change
transactions,
and
the
issuance
of
digital
licenses.

This role requires strong analytical and problem-solving abilities, excellent
communication
skills,
and
a
commitment
to
delivering
outstanding
customer
service.
The
successful
candidate
must
be
capable
of
managing
a
high
volume
of
calls
while
maintaining
accuracy,
efficiency,
and
customer
satisfaction.

Key
Responsibilities

• 
  Respond
  to
  and
  resolve
  customer
  inquiries
  regarding
  DDS
  Online
  Services
  accounts,
  identity
  verification
  processes,
  address
  change
  transactions,
  and
  digital
  license
  issuance.
• 
  Handle
  an
  average
  of
  65-90
  customer
  calls
  per
  day
  while
  maintaining
  established
  service
  levels
  and
  quality
  standards.
• 
  Provide
  exceptional
  customer
  service
  by
  professionally
  addressing
  complex
  customer
  issues
  and
  identifying
  effective
  solutions.
• 
  Maintain
  accurate
  documentation
  and
  records
  of
  customer
  interactions
  and
  transactions.
• 
  Demonstrate
  adaptability
  and
  a
  positive
  attitude
  in
  a
  fast-paced,
  evolving
  work
  environment.
• 
  Respond
  professionally
  and
  promptly
  to
  inquiries
  from
  Executive
  Management,
  stakeholders,
  and
  business
  partners.
• 
  Participate
  in
  task
  forces,
  project
  teams,
  and
  workgroups
  to
  support
  departmental
  and
  organizational
  initiatives.
• 
  Build
  and
  maintain
  productive
  relationships
  with
  internal
  departments
  and
  external
  business
  partners.
• 
  Contribute
  to
  continuous
  process
  improvement
  efforts
  and
  support
  organizational
  goals.
• 
  Stay
  current
  on
  policies,
  procedures,
  and
  technology
  updates
  relevant
  to
  assigned
  responsibilities.

Minimum
Qualifications

• 
  High
  School
  Diploma
  or
  GED.
• 
  Two
  (2)
  years
  of
  full-time
  experience
  within
  the
  last
  seven
  (7)
  years
  providing
  call
  center
  support
  or
  customer
  service.
• 
  Proficiency
  with
  computer
  applications
  and
  standard
  business
  software.
• 
  Strong
  verbal
  and
  written
  communication
  skills.
• 
  Ability
  to
  effectively
  manage
  multiple
  priorities
  while
  maintaining
  a
  high
  level
  of
  customer
  service.

Preferred
Qualifications

Candidates
who
meet
the
minimum
qualifications
and
possess
one
or
more
of
the
following
will
be
given
preference:

• 
  Three
  (3)
  years
  of
  experience
  processing
  driver's
  license
  transactions.
• 
  Five
  (5)
  years
  of
  experience
  in
  a
  high-volume
  call
  center
  environment.
• 
  Four
  (4)
  years
  of
  customer
  service
  experience.
• 
  Proficiency
  using
  Windows
  11
  and
  Microsoft
  Office
  applications.
• 
  Experience
  working
  with
  identity
  verification
  or
  credential
  issuance
  processes.
• 
  Demonstrated
  ability
  to
  troubleshoot
  and
  resolve
  customer
  issues
  efficiently.

Knowledge,
Skills,
and
Abilities

• 
  Excellent
  customer
  service
  and
  interpersonal
  skills.
• 
  Strong
  problem-solving
  and
  critical-thinking
  abilities.
• 
  Ability
  to
  communicate
  effectively
  with
  customers,
  management,
  and
  stakeholders.
• 
  Strong
  organizational
  skills
  with
  attention
  to
  detail
  and
  accuracy.
• 
  Ability
  to
  work
  independently
  and
  collaboratively
  in
  a
  team
  environment.
• 
  Adaptability
  and
  willingness
  to
  embrace
  change
  in
  a
  dynamic
  workplace.

Requirements