Job Description
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- 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.
- 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.
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 - 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.
Skills - 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 SLAs 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
- Call Center exp. Desired 2 years.
Additional Information At FastTek Global,
Our Purpose is
Our People and
Our Planet . We come to work each day and are reminded we are
helping people find their success stories . Also,
Doing the right thing is our mantra. We act responsibly, give back to the communities we serve and have a little fun along the way.
We have been doing this with pride, dedication and plain, old-fashioned hard work for
24 years !
FastTek Global is a financially strong, privately held company that is
100% consultant and
client focused , operating in nearly half of the states in the U.S., Europe and India.
We've differentiated ourselves by being
fast, flexible, creative and
honest . Throw out everything you've heard, seen, or felt about every other IT Consulting company. We do unique things and we do them for Fortune 10, Fortune 500, and technology start-up companies.
Benefits Our benefits are second to none and thanks to our
flexible benefit options you can choose the benefits you need or want, options include:
- Medical and Dental (FastTek pays majority of the medical program)
- Vision
- Personal Time Off (PTO) Program
- Long Term Disability (100% paid)
- Life Insurance (100% paid)
- 401(k) with immediate vesting and 3% (of salary) dollar-for-dollar match
Plus, we have a lucrative employee referral program and an employee recognition culture.
FastTek Global was named one of the
Top Work Places in Michigan by the Detroit Free Press in
2013, 2014, 2015, 2016, 2017, 2018, 2019, 2020, 2021, 2022, and 2023! To view all of our open positions go to:
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Seniority level
Seniority level
Entry level
Employment type
Employment type
Full-time
Job function
Job function
Information Technology -
Industries
IT Services and IT Consulting
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Job Tags
Full time, Immediate start, Flexible hours,