IT Support Desk Technician, Bilingual
Job Description:
- 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