Help Desk Technician

Bilingual (English/Spanish) PREFERRED Help Desk/Desktop Customer Service Reps Needed! -- THIS IS A DIRECT HIRE AND AN ON-SITE POSITION. Training is 4-6 weeks Monday-Friday 8am-5pm. ONCE TRAINING IS OVER -

Mon-Thurs - 7 am - 6pm

We are seeking a skilled Help Desk Associate (Customer Service Level 1 Technician) to join our client's team. You will provide technical support and assistance to our internal users. This is a crucial role in ensuring the smooth operation of their IT systems and providing excellent customer service.

• Efficiently create and manage service tickets, ensuring timely issue resolution and consistent updates within the ticketing system
• Utilize analytical skills to diagnose technical issues, guiding onsite technicians through the resolution process and documenting all interactions in detail
• Escalate unresolved incidents in accordance with SLAs, ensuring a seamless handover to the next level of support
• Collaborate with team members and communicate effectively to maintain a cohesive working environment and ensure continuous improvement in service delivery
• Employ remote support tools and a call tracking system to facilitate efficient problem resolution and ticket management

• Equivalent education – Technical training and/or College +++
• 1-3 years of experience in a customer service help desk or service desk role
• Strong customer service orientation, with excellent communication and interpersonal skills
• Proficiency in CRM and task management software, with a good understanding of technical support industry standards and practices
• Mechanically inclined, with hands‑on troubleshooting expertise and the ability to multi‑task effectively across various systems
• Detail‑oriented approach, with a commitment to maintaining accurate customer records and ensuring consistency in service delivery
• Solid foundation in Microsoft Office, Teams, and relevant technical knowledge, with the ability to attend office as required