GA DDS IT Help Desk Analyst

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:

LOCAL CANDIDATES

*This position is located at DDS Headquarters in Conyers, Georgia*

*MUST have Call Center exp*

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.

Skills:

SkillRequired / DesiredAmountof ExperienceExpertise RatingMoveHigh School Diploma or GEDRequiredcall center support or customer service.Required2YearsProficiency with computer applications and standard business softwareRequired2Yearsexperience processing driver's license transactionsHighly desired3Yearsexperience in a high-volume call center environment.Highly desired5YearsProficiency using Windows 11 and Microsoft Office applications.Highly desired

Questions:

Question 1

Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement?

Question 2

Please list candidate's email address.

Question 3

Candidate must be paid AT LEAST *** if selected for engagement. Candidate can be paid more; however, the SRP rate cannot exceed *** Do you accept this requirement?

Question 4

The maximum mark-up for this engagement’s SRP rate is ***%. To be competitive on pricing, a mark-up below the 35% threshold is suggested. Do you agree to propose a mark-up at or below 35%?

Question 5

This assignment is contingent upon customer renewal and availability of adequate funding. Do you accept this requirement?

Question 6

The selected candidate will be expected to start their engagement no later than 2 weeks (10 business days) from the client’s selection date. Do you accept this requirement?

Question 7

Onsite Required: Due to the essential nature of the work to be performed, this position REQUIRES the selected candidate to work ONSITE for the duration of the assignment. Candidates will not be permitted to work remotely. Do you accept this requirement?

Agency Interview Type:

In Person Only

Work Arrangement:

Onsite

About Varmoda

Varmoda is a federal IT solutions provider founded in 2020 and headquartered in McLean, Virginia, delivering citizen-centric public services across Financial Assistance, Public Benefits, and Security & Defense domains. Our five-layer architecture — Salesforce (Engagement), Databricks (Data), ServiceNow (Orchestration), Pega (Decisioning), and Oracle HR (Capacity) — puts data at the common thread of every solution we build for federal agencies and the citizens they serve. Varmoda holds CMMI Maturity Level 3, ISO 9001, ISO 20000, and ISO 27001 certifications, and is recognized as a V3 veteran-friendly employer.

Why Varmoda

• Growth opportunity within a fast-scaling federal IT firm
• Direct impact on citizen-facing federal programs
• Competitive benefits including 401k, health insurance, Paid Time Off, Life Insurance and others — customize per role/location
• Veteran-friendly (V3) workplace culture

Equal Employment Opportunity

Varmoda is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Varmoda and its affiliated entities never request payment, banking details, or financial information from candidates during hiring. All legitimate communication comes from a varmoda.com address or JobDiva — report suspicious contact to [email protected]. Varmoda and its affiliates are Equal Opportunity Employers; all qualified applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, or any other legally protected characteristic.