Service Desk Technician - Bilingual Spanish/English (TIER 1)

Summary

This position requires candidates to be proficient in English and Spanish*. Provides support via phone, e-mail and chat for various PC hardware and software applications.

Essential Duties And Responsibilities

• Provides support via phone, e-mail and chat to employees of corporate clients.
• Affords assistance in troubleshooting Outlook.
• Supports Microsoft Operating Systems (Windows7, Windows 10).
• Supports Microsoft Office Products (Word, Excel, PowerPoint, Office365).
• Supports mobile devices including configuration and email sync.
• Handles 50-60 issues per day efficiently and appropriately.
• Maintains regular and punctual attendance.
• Utilizes Active Directory database to reset network passwords.
• Affords assistance in adding and changing network printers.
• Supports technical issues related to VPN connectivity.
• Controls user’s computers utilizing remote access tools.
• Troubleshoots remote access connectivity problems.
• Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.
• Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.
• Supports and conducts self in a manner consistent with client service expectations.

Qualifications

• Equivalent combination accepted.
• Education/Experience/Technical Requirements/Certifications: Trade School Certificate or Associate Degree in related field. 1 year experience in call center or service desk environment.
• Knowledge of various PC hardware and software applications including: Operating Systems: Windows 7, Windows 10 Office 365 Support User creations/terminations (tasks/requests) End-user self-service tools Cloud support – multiple device data syncing ServiceNow or other ticketing systems Word, Excel, PowerPoint, Office365, Outlook, Lotus Notes, etc. Internet Service Provider (ISP), Cable Modem, and Internet Support. Effective troubleshooting and documentation skills Experience navigating a knowledgebase Proficient use of Microsoft Office applications.
• Certifications: None

Other Skills And Abilities

• Strong technical and client interaction skills.
• Self-starter with excellent organizational, administrative and interpersonal skills.
• Ability to follow through with tasks, projects, and troubleshooting with minimal supervision.
• Excellent oral, written, technical, and business communication skills.
• Ability to multi-task and work in fast paced environment.
• Hardware & Software Requirements: To perform the duties of this role you are required to have a personal smart phone with 2-factor authentication capabilities that can willfully be used for work related tasks.

Physical Demands

• While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms. The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee may occasionally lift and/or move up to 10 pounds.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Benefits

Hourly Compensation Range: $16/hr to $18/hr