Identify, analyze, and resolve common technical issues, questions, and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals
Manage ticket queue to ensure timely resolution
Provide customer support using remote connection software
Professional Spanish fluency is required
Provide thorough documentation on each customer interaction
Prioritize ticketing system flow by following SOPs and KB articles for resolution
Meet or exceed KPI goals
Troubleshooting of the following, though not limited to: Advanced desktop issues, VPN connectivity, Entry-level server support, Hardware issues, Line of business support
Requirements
IT Fundamentals and A+ certifications, or equivalent professional experience
1+ year of professional help desk experience
Strong customer service skills
High attention to detail
Ability to follow instructions and policies
Ability to adapt to changing and fast-moving environments
Strong phone skills
Benefits
Medical/Dental/Vision health plans
PTO/Sick/Holiday pay
Dependent Care FSA
Paid Parental Leave
Life Insurance
100% Company Paid
Incredible company culture
Explosive company growth
Company sponsored Team Building Events
State of the art, modern office with amenities: onsite gym, snacks, drinks, and a food hall