Help Desk Technician; Bilingual

Position: Help Desk Technician (Bilingual)
SUMMARY
The Help Desk Technician provides first-level support to end users for hardware, software, and network-related issues. This role serves as the first point of contact for technical support requests.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Respond to help desk tickets, phone calls, emails, and walk-ins.
Troubleshoot hardware, software, and network issues.
Provide support for Microsoft Office, Windows, and basic application problems.
Document issues and resolutions in the ticketing system.
Escalate complex issues
Assist with setting up and configuring desktops, laptops, printers, and mobile devices.
Follow up with users to ensure resolution and satisfaction.
Able to safely lift and move office equipment, supplies, or other materials

COMPETENCIES
To perform the job successfully, an individual should demonstrate the following competencies:

Use of Technology - Demonstrates required skills; adapts to new technologies; troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date.
Cooperation - Establishes and maintains effective relations; exhibits tact and consideration; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts.
Continuous Learning - Assesses own strengths and weaknesses; seeks feedback to improve performance; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.
Quality Management - Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.

QUALIFICATIONS
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Qualified candidates should have an associate degree or equivalent experience in IT or a related field. A CompTIA A+ certification or an equivalent technical certification is a plus. The ideal candidate will have 0-2 years of technical support experience, strong customer service and communication skills, and be familiar with Windows operating systems and the Microsoft Office Suite. Bilingual English/Spanish speaking (Required)
Work Environment
The noise level in the work environment is usually moderate.