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

Job Opportunity

Provides support via phone, email, and chat for various PC hardware and software applications. This position requires the employee to be proficient in English and Spanish. Essential duties and responsibilities include:

• Providing support via phone, email, and chat to corporate clients.
• Assisting users in troubleshooting Outlook.
• Providing support for Microsoft Operating Systems (Windows7, Windows 10).
• Providing support for Microsoft Office products (Word, Excel, PowerPoint, Office365).
• Providing support for mobile devices including configuration and email sync.
• Handling 50-60 issues per day efficiently and appropriately.
• Maintaining regular and punctual attendance.
• Utilizing Active Directory database to reset network passwords.
• Assisting users in adding and changing network printers.
• Providing technical support for VPN connectivity issues.
• Controlling user's computers utilizing remote access tools.
• Troubleshooting remote access connectivity problems.
• Demonstrating and actively promoting an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.
• Maintaining 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.
• Supporting and conducting self in a manner consistent with client service expectations.

This job has no supervisory responsibilities.

Qualifications to perform this job successfully include:

• Education: Trade School Certificate or Associate Degree in related field.
• Experience/Technical Requirements: 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
• Office365 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.

Other skills and abilities include:

• 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 a 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 capability.