IT Support Desk Technician, Bilingual

Role Overview

• 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