Bilingual Help Desk Technician - English/Spanish 50013027
Job Title: Client Services Helpdesk Specialist | Bilingual-English/Spanish
Reports To: Client Services Manager
Department: Information Technology
Number of Days: 248
Compensation: Schedule 909
Overtime Status: Non-Exempt
Position Summary: As a member of a multi-person team, this position will be primarily responsible for providing Bilingual English/Spanish first line technical support via phone, email, and a variety of remote tools to our Staff and Student/Parent population. Such tasks include but are not limited to:
Applicants must be able to speak and write in the Spanish language, including utilizing technical terminology in the Spanish language.
Must be both proficient and responsive to service desk delivery, troubleshooting, documentation, and sound communication in both English and Spanish at the bilingual level.
Respond to all inbound client communications including: alerts, emails, phone calls within a set time frame.
Accurately record all information regarding end user incidents or requests into an Incident Tracking system
Where first call resolution is not possible, escalate as appropriate.
Manage and maintain client specific Knowledge Databases.
Perform account administration tasks using Active Directory Users and Computers.
Other responsibilities as directed by the Supervisor, Client Services.
Education: Minimum High School diploma or GED equivalent
A minimum of 1-3 years experience in a Service Desk or Client Support role.
Proficient in Microsoft Office Applications, Windows Windows7/Windows10 and Internet Explorer.
Google Apps Suite knowledge.
Experience with Active Directory, Network Printing, Citrix, and Remote-Control Tools.
Experience with common software and hardware.
Outstanding customer service and interpersonal skills.
Ability to work both independently as well as part of a team environment.
Ability to communicate clearly with technical and non-technical audiences, both verbally and written.
Ability to maintain composure under pressure.
Excellent organizational skills and ability to prioritize tasks among many competing requests.
Apple iOS, Chrome OS, and Windows. Mobile Device Management knowledge a plus
Must be able to lift 30 Pounds
Must have a valid driver’s license