IT Support Desk Technician - Bilingual (Spanish)
The 20 MSP · Plano, TX · 2 mo ago
On-siteInformation TechnologyFull-time
Responsibilities
- 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
- Able to follow instructions and policies
- Able to adapt to changing and fast-moving environments
- Strong phone skills