Bi-Lingual Tier I Service Desk

About the role

The IT Support Specialist provides Level 1 technical support for end users, ensuring the reliable operation of desktop hardware, software, peripherals, mobile devices, and basic network services. This role is responsible for troubleshooting technical issues, maintaining IT equipment, supporting user access requests, documenting solutions, and delivering excellent customer service.

Responsibilities

• Able to speak and write fluently in Spanish and English.
• Provide in-person, phone, 2-way radio, and remote technical support.
• Troubleshoot desktops, laptops, multi-function printers, label printers, scanners, scales, mobile devices, software, email, VPN, and network connectivity issues.
• Document incidents and resolutions in the ticketing system.
• Escalate complex issues to appropriate technical resources.
• Install, configure, maintain, and troubleshoot operating systems, applications, hardware, and label applications.
• Create user accounts, reset passwords, and manage access requests.
• Support onboarding and offboarding activities.
• Maintain IT asset inventory and equipment tracking.
• Test and evaluate hardware and software solutions.
• Train users and assist with IT policies and procedures.
• Assist in after-hours on-call support.

Requirements

• Associate degree in Information Technology, Computer Science, or related field preferred.
• Minimum two years of desktop support or technical support experience preferred.

Skills

• Desktop support and end-user troubleshooting experience.
• Knowledge of Windows operating systems and Microsoft 365.
• Knowledge of TCP/IP, Wi-Fi, and VPN.
• Experience with Active Directory and user administration.
• Strong customer service, communication, and organizational skills.

Preferred Certifications

• CompTIA A+
• CompTIA Network+

Physical Requirements

• Ability to perform duties in manufacturing and processing environments that may involve temperature extremes, moisture, noise, odors, and exposure to industrial conditions.
• Ability to work at a computer for extended periods.
• Ability to communicate effectively in person, by phone, and electronically.
• Ability to walk, stand, bend, stoop, kneel, and move IT equipment as needed.
• Ability to lift and transport computer hardware, peripherals, and related equipment.
• Ability to use keyboards, tools, and technical equipment controls.