Bilingual Help Desk Technician

Role: Bilingual Help Desk Technician
Location: Remote
Duration: Contract (3-month trial with opportunity to extend term)
Shift: 6pm – 3 am Arizona Time
Work Requirements:   
Job Description:
The technician will deliver remote user support services and work with the ServiceNow ticketing system creating and addressing tickets. The technician will answer technical support calls, work/prioritize tickets accordingly, and collaborate with users and other staff to resolve issues. This position requires strong technical knowledge, customer focused mindset, attention to detail, persistence, follow-up, effective utilization of provided resources. The technician will possess a strong foundation of technical acumen with the ability to acquire additional skills and knowledge from technical training.
Responsibilities:

• Performs basic to intermediate-level troubleshooting: Password resets, AD account unlocks, printer configurations, VPN, hardware issues, etc
• Be in queue answering phone calls on Softphone (Jaber)
• Create, categorize, triage, update, route, escalate, and close tickets
• Ensure requests are responded to and resolved within SLA timeframes
• If attempts to resolve an issue is unsuccessful and next steps are unknown, requests assistance within Teams chat
• Replies to emails and Teams messages
• Self-starter – Accepts/self-assigns tickets from the support queue
• Clearly communicate status on tickets and document resolution
• Deliver outstanding customer service and satisfaction
• Ability to work in a team and communicate effectively
• Provides input to improve technical knowledgebase

 
Skillset / Experience:

• 3 years of helpdesk experience troubleshooting
• 2 years call center experience
• 2 years ServiceNow experience (ideal) or another ticketing system   
• 5 years Windows 10 & 11 Technical knowledge
• 2 years 2-factor authentication (Duo, Okta, MS Authenticator)
• 2 years Office Suite
• 2 years of Active Directory support
• 2 years of VPN support
• Computer networking experience a plus
• Effective planning & organizing skills
• Strong problem-solving efficiency
• Effective communication & documentation skills

 

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