Bilingual Help Desk Technician

Essential Job Duties:

• Serve as the primary point of contact for students, faculty, and staff contacting the IT Help Desk, providing Tier 1 support for issues in a timely and professional manner.
• Troubleshoot and resolve Tier 1 issues, such as password resets and account management, and other issues supported by knowledgebase articles.
• Follows established ITIL priority matrix to evaluate and prioritize service requests in alignment with department standards and escalate complex issues when necessary.
• Creates accurate and detailed tickets based on every customer encounter.
• Collaborates with IT staff to resolve and manage unresolved tickets in the IT ticket tracking system.
• Utilizes and adheres to knowledge base articles to resolve issues. Identifies and reports gaps and makes contributions to the knowledge with approval by the Director.


Additional Responsibilities:
• Provides effort troubleshooting, when possible, in assisting users’ issues with user owned technology.
• Generate and review activity reports.
• Other duties, as assigned. 

Required Skills & Abilities:

• Ability to quickly diagnose and resolve technical issues.
• Ability to effectively communicate technical concepts with a variety of customer user types.
• Ability to understand and follow oral and written instructions and protocols.
• Ability to adhere to set schedules, meet deadlines, and cover shift patterns to provide the coverage needed for the client.
• Ability to work with minimal supervision.
• Ability to work in-person, onsite at the client’s location and occasionally remotely in a dedicated, private, secure space with reliable internet access.
• Working knowledge of help desk software, databases, and remote control
• Strong interpersonal and customer service skills.
• Strong problem-solving and critical-thinking skills.
• Strong teamwork skills to help other technical support workers.
• Flexibility to work a variety of shifts with minimal notice.
• Willingness to learn new technologies and systems.
• Willingness to learn and work in a team environment.

Qualifications:

• High school diploma or equivalent.
• A minimum of one-year related experience in supporting personal computer hardware, software, peripherals, servers, printers, scanners, and classroom audiovisual technology.


Preferred Qualifications:
• Professional IT certifications such as CompTIA ITF+, A+, Network+, Server+, MCP, etc.
• Associate’s degree or bachelor’s degree in computer science or a related field
• 2-5 years of related desktop experience