IT Help Desk Analyst

Location: DDS Headquarters, Conyers, Georgia
Candidate Requirement: Local candidates only
Call Center Experience: Required

Position Summary

The IT Help Desk Analyst provides technical support and exceptional customer service in a high-volume call center environment. This position supports customers using DDS Online Services, including account creation and access, identity verification for address-change transactions, and digital license issuance.

The ideal candidate will have strong troubleshooting and problem-solving skills, excellent communication abilities, and the ability to manage a high volume of customer interactions while maintaining accuracy, efficiency, and customer satisfaction.

Key Responsibilities

• Respond to and resolve customer inquiries related to DDS Online Services, account access, identity verification, address changes, and digital license issuance.
• Handle approximately 65–90 customer calls per day while meeting established service-level, productivity, and quality standards.
• Troubleshoot customer issues, identify root causes, and provide accurate and timely resolutions.
• Deliver professional, courteous, and customer-focused support during every interaction.
• Explain technical processes, account procedures, and verification requirements clearly to customers.
• Accurately document customer interactions, transactions, issues, and resolutions in applicable systems.
• Protect customer information and follow established security, privacy, and identity-verification procedures.
• Manage multiple priorities in a fast-paced environment while maintaining attention to detail and accuracy.
• Respond professionally to inquiries from executive management, internal stakeholders, business partners, and other departments.
• Collaborate with internal teams and external partners to resolve complex customer issues and improve service delivery.
• Participate in task forces, project teams, workgroups, and departmental initiatives as assigned.
• Identify opportunities for process improvements and contribute to initiatives that enhance customer experience and operational efficiency.
• Stay current with DDS policies, procedures, systems, applications, and technology updates.
• Adapt quickly to changes in processes, technology, policies, and business requirements.

Minimum Qualifications

• High School Diploma or GED.
• At least 2 years of full-time call center or customer service experience within the last 7 years.
• Previous experience working in a high-volume call center environment is required.
• Strong computer skills and proficiency with standard business applications.
• Excellent verbal and written communication skills.
• Strong customer service, problem-solving, and analytical abilities.
• Ability to handle a high volume of customer interactions while maintaining accuracy and professionalism.
• Ability to manage multiple priorities and work effectively under pressure.
• Ability to work independently and collaboratively within a team environment.

Preferred Qualifications

Preference will be given to candidates with one or more of the following:

• 3+ years of experience processing driver''s license or motor vehicle-related transactions.
• 5+ years of experience in a high-volume call center environment.
• 4+ years of customer service experience.
• Proficiency with Windows 11 and Microsoft Office applications.
• Experience with identity verification, authentication, credentialing, or digital license issuance processes.
• Experience troubleshooting customer account, access, or technology-related issues.
• Government agency, DMV/DDS, or public-sector customer service experience.
• Experience working with customer service systems, ticketing platforms, CRM applications, or help desk tools.