IT Help Desk Tier 1 - Bilingual

Duties And Responsibilities

• Serving as the first point of contact for customers seeking technical assistance over the phone or email.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions.
• Follow up on outstanding requests and ensure timely resolution.
• Create accounts and configure hardware as part of on-boarding process.
• Support audio and video equipment in conference rooms.
• Manage and monitor internal assets to ensure accurate inventory records.
• Track, route, and escalate unresolved issues to Service Manager.
• Deliver hardware support including replacing SSDs/HDDs, adding RAM, identifying and replacing damaged equipment.
• Client PC connectivity - ethernet, TCP/IP and VPN.

Experience And Qualifications

• Bilingual in English and Spanish preferred
• High School diploma required, technical school or 2 plus years of IT helpdesk experience
• CompTIA A+ Certification or equivalent experience preferred
• Knowledge of Windows 7, Mac OS X, Google Collaboration Apps and Office 365
• Knowledge of Mac and PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS,Android)
• Strong customer service and troubleshooting skills
• Ability to communicate technical information, both verbal and written, to a wide range of end-users
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• Experience with desktop security products

Dex Benefits

• After 90 days, accrue paid time off
• After 60 days, eligible for 401K, health benefits (Medical, Dental, Vision & Life)
• Paid holidays