Help Desk Analyst

About Trilyon

For over 16 years, Trilyon has been a leader in global workforce solutions, specializing in Cloud Technology, AI/ML, Software Development, Technical Writing, and Digital Transformation. We partner with top companies to deliver high-quality talent in engineering, IT, and emerging technologies.

Help Desk Analyst (onsite) 

Located in Conyers, GA 30013

Job Description:

Description:
Under direct supervision, the IT Help Desk Analyst provides Tier 1 technical assistance and customer service support in a high-volume call center environment. The analyst assists internal staff and external customers with technical issues, resolves routine problems, and escalates complex issues to Tier 2 support. This role requires strong communication skills, attention to detail, and a customer-focused mindset.

Key Responsibilities:

·         Respond to incoming calls and inquiries from internal and external customers, providing first-level technical support.

·         Troubleshoot and resolve issues related to Microsoft Outlook, MS Office Suite, Windows 7/10, Active Directory, and basic Apple iOS functionality.

·         Provide assistance with password resets, account management, and mobile driver’s license provisioning.

·         Perform minor hardware/software repairs and installations according to established specifications.

·         Monitor and manage help desk ticket queues; assign, escalate, and track tickets through resolution.

·         Document all support interactions in the ticketing system, ensuring timely updates and resolution in accordance with SLAs.

·         Escalate unresolved issues to Tier 2 support or appropriate technical teams.

·         Maintain a high level of professionalism and deliver excellent customer service, even in challenging situations.

Required Qualifications:

·         Vocational/Technical degree in Computer Applications, Computer Technology, or related field (or equivalent experience).

·         Minimum 2 years of IT Help Desk or Call Center technical support experience.

·         Proven ability to troubleshoot and resolve software, hardware, and connectivity issues.

·         Experience in ticket management systems, including queue monitoring, assignment, and escalation.

·         Knowledge of Outlook, MS Office Suite, Windows 7/10, and Active Directory.

·         Ability to perform minor repairs to hardware, software, and peripherals.

·         Strong communication, problem-solving, and customer service skills.

·         Ability to work onsite in Conyers, Georgia.

·         Bilingual in Spanish and English.

·         Familiarity with Apple iOS devices.

Equal Employment Opportunity (EEO) Statement:

Trilyon, Inc., is an Equal Opportunity Employer committed to diversity, equity, and inclusion. We do not discriminate based on race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected status under applicable laws. Our diverse team drives innovation, competitiveness, and creativity, enhancing our ability to effectively serve our clients and communities. This commitment to diversity makes us stronger and more adaptable.

How to Apply: Interested candidates should submit their resume to aakanksha@trilyonservices.com For more information, contact Aakanksha at 404-794-4440 or Leah at 505-309-0811