LikeRemoteBilingual Help Desk Technician
from 🌏 Worldwide
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.
Minimum 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.
- Written and spoken Spanish and English fluency.
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
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