IT Helpdesk Analyst (Windows, Outlook, Call Center – Bilingual Preferred, GA)

• Vocational/Technical degree in Computer Applications, Computer Technology, or a related field from an accredited institution.
• 2+ years' experience working in an IT Help Desk/Call Center environment.
• 2+ years' hands-on experience troubleshooting Outlook, MS Office, Windows 7 and 10, and Active Directory.
• 2+ years' experience monitoring ticket queues, assigning/escalating tickets, and ensuring SLA compliance.
• 2+ years' experience answering user inquiries, performing diagnostics, and resolving technical issues.
• Strong knowledge of Apple iOS.
• Excellent communication, problem-solving, and customer service skills.

• Bilingual Spanish.
• Previous experience supporting both internal staff and external customers.
• Ability to handle high-pressure situations with professionalism and efficiency.

• Provide first-level technical assistance for hardware, software, connectivity, and account-related issues.
• Answer and resolve inquiries regarding computer software, hardware operations, password resets, and online account management.
• Assist external customers with website support and provisioning of mobile driver's licenses.
• Monitor ticket queues, assign tickets to appropriate internal/external support staff, and escalate as needed until resolution.
• Perform computer diagnostics, investigate issues, and document all support activities thoroughly.
• Install and perform minor repairs on hardware, software, and peripheral equipment.
• Deliver exceptional customer service while managing a high volume of calls and resolving issues efficiently.

ACS Consultancy Services