IT Support Desk Technician - Bilingual (Spanish)

Information Technology Support Desk Technician

The 20 is looking for a hard-working, Spanish-speaking Information Technology Support Desk Technician to provide support to our clients nationwide. The right candidate will be responsible for providing technical support related to computer systems, hardware, software, applications, and more. This person will respond to tickets via a ticketing system, analyze the issues, isolate the problems, and implement the solutions. This person will be comfortable talking on the phone, supporting customers, and have a good general understanding of business technology.

Responsibilities:

• Identify, analyze, and resolve common technical issues, questions, and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals
• Manage ticket queue to ensure timely resolution
• Provide customer support using remote connection software
• Professional Spanish fluency is required
• Provide thorough documentation on each customer interaction
• Prioritize ticketing system flow by following SOPs and KB articles for resolution
• Meet or exceed KPI goals
• Troubleshooting of the following, though not limited to:
• Advanced desktop issues
• VPN connectivity
• Entry-level server support
• Hardware issues
• Line of business support

Requirements:

• IT Fundamentals and A+ certifications, or equivalent professional experience
• 1+ year of professional help desk experience
• Strong customer service skills
• High attention to detail
• Ability to follow instructions and policies
• Ability to adapt to changing and fast-moving environments
• Strong phone skills

Benefits:

• Medical/Dental/Vision health plans
• PTO/Sick/Holiday pay
• Dependent Care FSA
• Paid Parental Leave
• Life Insurance 100% Company Paid
• Incredible company culture
• Explosive company growth
• Company sponsored Team Building Events
• State of the art, modern office with amenities: onsite gym, snacks, drinks, and a food hall

Physical Demands:

• Consistent hand and finger dexterity necessary to operate computer equipment
• Consistently required to sit, stand, walk, talk, hear, and see
• Routine use of hands to type
• Occasional need to stoop, kneel, crouch, twist, crawl, reach, and stretch
• Occasional need to walk around the office
• Consistent vision abilities required; close vision, depth perception, and ability to focus
• May require travel dependent on company needs
• Occasional need to lift and/or move up to 30 pounds

The statements contained in this job description are intended to describe the general nature and level of work being performed by associates assigned to the job. They are not intended to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the individual(s) holding this position.