Help Desk Technician, English/Bilingual Spanish

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Act as the main point of contact for students, faculty, and staff reaching out to the IT Help Desk.

• Deliver Tier 1 support for issues in a prompt and professional manner.

• Troubleshoot and resolve Tier 1 issues, which include password resets and account management.

• Utilize the ITIL priority matrix to assess and prioritize service requests.

• Escalate complex issues when necessary.

• Create precise and detailed tickets for each customer interaction.

• Collaborate with IT personnel to address and manage unresolved tickets in the IT ticket tracking system.

• Employ and comply with knowledge base articles to resolve issues.

• Identify and report knowledge base gaps, contributing to knowledge content with the approval of the Director.

• Offer troubleshooting assistance for user-owned technology whenever possible.

• Generate and review activity reports.

• Diagnose and resolve technical issues through various support methods including phone, email, chat, or in-person.

• Coordinate with relevant departments.

• Execute other assigned tasks.

⛳️ Requirements

• Capacity to effectively communicate technical concepts to a diverse range of customer user types.

• Ability to rapidly diagnose and resolve technical issues.

• Capability to comprehend and follow oral and written instructions and protocols.

• Ability to adhere to established schedules, meet deadlines, and accommodate shift patterns.

• Competence to work independently with minimal supervision.

• Requirement to work remotely in a dedicated, private, secure space with reliable internet access.

• Working knowledge of help desk software, databases, and remote control tools.

• Strong interpersonal and customer service abilities.

• Robust problem-solving and critical-thinking skills.

• Excellent teamwork capabilities.

• Flexibility to work various shifts with little notice.

• Willingness to learn new technologies and systems.

• Openness to learning and functioning within a team environment.

• High school diploma or equivalent is required.

• At least one year of relevant experience in supporting personal computer hardware, software, peripherals, servers, printers, scanners, and classroom audiovisual technology.

• Professional IT certifications such as CompTIA ITF+, A+, Network+, Server+, MCP, etc. are preferred.

• An Associate’s degree or bachelor’s degree in computer science or a related field is preferred.

• 2-5 years of relevant desktop experience is preferred.

• Proficiency in English is required for the English role.

• Proficiency in Spanish is required for the bilingual-Spanish role.

🏝️ Benefits

• Competitive compensation.

• Comprehensive benefits for full-time employees.

• Opportunities for professional development.

• Chance to work onsite and remotely with clients across the United States and Canada.

• Virtual and onsite workplace options.

• Flexibility to work from home offices or at client sites.

• Full-time and part-time 1099 consulting career opportunities available.

• Flexible work arrangements.

• Support for work-life balance.

• Participation in charitable fundraising initiatives.