Help Desk Analyst
Job Title: IT Help Desk Technician (Bilingual Spanish)Location: Conyers, GA 30013Job Type: Full-Time / ContractAbout the RoleWe are seeking a dedicated and customer-focused IT Help Desk Technician to provide first-level technical support to end users. The ideal candidate will have hands-on experience troubleshooting Microsoft technologies, managing support tickets, and delivering excellent customer service in a fast-paced help desk environment. Bilingual Spanish-speaking candidates are strongly preferred.Key ResponsibilitiesProvide technical support to users via phone, email, and ticketing systems.Troubleshoot and resolve issues related to Microsoft Outlook, MS Office, Windows 7/10, and Active Directory.Monitor help desk ticket queues and ensure timely assignment, escalation, and resolution of incidents within established SLA requirements.Install, configure, and perform minor repairs on computer hardware, software, and peripheral devices.Respond to user inquiries regarding computer systems, software applications, and hardware operations.Document support activities, resolutions, and troubleshooting procedures.Coordinate with internal IT teams and external vendors to resolve complex technical issues.Maintain a high level of customer service and professionalism while supporting end users.Required QualificationsVocational/Technical Degree in Computer Applications, Computer Technology, or a closely related field from an accredited institution.Minimum 2 years of Help Desk/Desktop Support experience.Hands-on experience supporting:Microsoft OutlookMicrosoft Office SuiteWindows 7 and Windows 10Active DirectoryExperience managing ticket queues and escalating issues to meet SLA requirements.Experience installing, configuring, and troubleshooting hardware and software.Strong verbal and written communication skills.Bilingual in Spanish and English (Required).Minimum 2 years of IT Help Desk Call Center experience.Preferred SkillsStrong problem-solving and troubleshooting abilities.Experience with ITSM/ticketing tools.Ability to prioritize multiple tasks in a fast-paced support environment.Excellent customer service and interpersonal skills.