Highlights
Job Title: GA DDS IT Help Desk Analyst Location: Conyers, GA 30013 Duration:10 Months Job Type: Temporary Assignment Work Type: Onsite Job Description: Short Description: Under direct supervision, assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise. 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.
Numbers & Facts
| Location | Conyers, GA |
| Industry | Computer/IT Services |
| Salary | $20 |
| Company Size | 100 to 499 employees |
| Year Founded | 2009 |
| Website | http://www.tekwissen.com/ |
Description
Overview:
TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. Our client provides a full range of services including web portal providing information on the state, business and economic development, public safety, Learning, law, justice, health, education, Corrections, transportation, IT, Social Services and culture. It also supplies information on government services and current job openings.
TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. Our client provides a full range of services including web portal providing information on the state, business and economic development, public safety, Learning, law, justice, health, education, Corrections, transportation, IT, Social Services and culture. It also supplies information on government services and current job openings.
Job Title: GA DDS IT Help Desk Analyst
Location: Conyers, GA 30013
Duration:10 Months
Job Type: Temporary Assignment
Work Type: Onsite
Job Description:
Short Description:
- Under direct supervision, assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise.
Complete Description:
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.
TekWissen Group is an equal opportunity employer supporting workforce diversity.
About Company
WE THE TEKWISSEN PEOPLE
TekWissen offers you a broader portfolio of services, industry-leading solutions, and the meaningful innovations that give you greater flexibility and speed to respond to market dynamics, reduced costs and risk to improve enterprise performance, and increased productivity to enable growth.
To keep pace with global market demands, TekWissen keeps its finger on the pulse of change. Our organized approach to guiding a project from its inception to closure. Managing projects is becoming more and more important as we enter the digital era. To cope with the pace that this transition demands, a method is required to manage projects so they can yield quality work, while incorporating efficient use of time and resources.
Project involves identifying which quality standards are relevant to the project and determining how to satisfy them.
It is important to perform quality planning during the Planning Process and should be done alongside the other project planning processes because changes in the quality will likely require changes in the other planning processes, or the desired product quality may require a detailed risk analysis of an identified problem. It is important to remember that quality should be planned, designed, then built in, not added on after the fact.
Capabilities and accomplishments in one TekWissen business enhance the opportunity for success in the others. Put simply, TekWissen's unique combination of attributes promotes success.