Service Desk Technician - Bilingual Spanish​/English; TIER 1

Summary

Proficient in English and Spanish. Provides support via phone, e-mail and chat for various PC hardware and software applications.

• Provides support via phone, e-mail and chat to employees of corporate clients.
• Assists users in troubleshooting Outlook.
• Provides support for Microsoft Operating Systems (Windows 7, Windows 10).
• Provides support for Microsoft Office Products (Word, Excel, PowerPoint, Office
  365).
• Provides support for mobile devices including configuration and email sync.
• Handles 50-60 issues per day efficiently and appropriately.
• Maintains regular and punctual attendance.
• Utilizes Active Directory database to reset network passwords.
• Assists users in adding and changing network printers.
• Provides technical support for VPN connectivity issues.
• Controls user’s computers utilizing remote access tools.
• Troubleshoots remote access connectivity problems.
• Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization’s values.
• Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.
• Supports and conducts self‑service in a manner consistent with client service expectations.

This job has no supervisory responsibilities.

• Education:
  
  Trade School Certificate or Associate Degree in a related field.
• Experience:
  
  1 year in a call center or service desk environment.
• Knowledge of various PC hardware and software applications including:
• Operating Systems:
  Windows 7, Windows 10
• Office 365 support
• User creations/terminations (tasks/requests)
• End-user self-service tools
• Cloud support – multiple device data syncing
• Service Now or other ticketing systems
• Word, Excel, PowerPoint, Office
  365, Outlook, Lotus Notes, etc.
• Internet Service Provider (ISP), Cable Modem, and Internet support.
• Effective troubleshooting and documentation skills.
• Experience navigating a knowledge base.
• Proficient use of Microsoft Office applications.
• Certifications:
  
  None.

• Strong technical and client interaction skills.
• Self‑starter with excellent organizational, administrative and interpersonal skills.
• Ability to follow through with tasks, projects, and troubleshooting with minimal supervision.
• Excellent oral, written, technical, and business communication skills.
• Ability to multi-task and work in a fast‑paced environment.

• Personal smart phone with 2‑factor authentication capabilities that can willfully be used for work related tasks.

Hourly Compensation Range: $16/hr to $18/hr

Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value diversity and inclusion at our company. We do not discriminate on the basis of race, color, religion, national origin, sexual orientation, gender identity and gender expression, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws.