Help Desk Analyst; Bilingual

Position: Help Desk Analyst (Bilingual)
Descriptions:

• Under direct supervision, assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise.
• Provides technical assistance to both internal and external customers for tier one issues.
• This position requires handling a high volume of calls in a call center environment focused on customer service.
• Internal customer support involves troubleshooting hardware, software, and connectivity issues.
• Responsible for escalation to the appropriate second tier support, opening tickets with various vendors, and escalation to Senior level management.
• External customer support ranges from general website support, assistance with password resets, online account management and the provisioning of mobile driver's licenses.
• Provide a high level of customer service while handling a large volume of calls and difficult situations all the way to completion of the ticket.
• Oversee the daily performance of computer systems and applications.
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets until resolved.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Confer with users or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Qualifications:

• Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college
• Six months of experience handling customers, questions, complaints, and/or providing information in a call center environment.
• 2+ years' experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10.
• Knowledge of Apple iOS
• Bilingual - Spanish Required
• 2 + years IT Help Desk Call Center exp

Benefits:

Healthcare Insurance:
Synectics offers eligible employees and their dependents healthcare coverage through Blue Cross Blue Shield of Illinois. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics. Premiums are subsidized by Synectics.

Dental Insurance:
Synectics offers eligible employees and their dependents a dental plan through Met Life. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.

Vision Insurance:
Synectics offers eligible employees vision insurance through VSP. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.

401(k) Plan:
The Synectics Inc. Investment Savings Retirement Plan. Synectics offers all employees who are 21 years of age or older the opportunity to invest in the 401(k) Plan on the first of the month following at least 1 calendar year after employment begins.

Synectics is an equal opportunity employer.