Bilingual Help Desk Technician

CampusWorks • Yuma, AZ

357d

About The Position

CampusWorks is seeking a bilingual Helpdesk Technician fluent in Spanish to join our team. Reporting to the Director of Service Desk, this role serves as the first point of contact for students, faculty, staff, and campus community members needing technical support. The Helpdesk Technician provides first-tier troubleshooting for software, hardware, classroom technology, printing, network connectivity, and policy-related issues, delivering solutions in a friendly and professional manner. Responsibilities include diagnosing and resolving technical issues through phone, email, chat, or in-person support, coordinating with relevant departments, and other assigned duties. This position offers an opportunity to bring your passion for technology and commitment to process improvement to enhance operations while expanding your technical skills. With a positive attitude and strong communication skills, you will play a critical role in ensuring a seamless experience for users and fostering a collaborative and efficient support environment.

Requirements

• Bilingual in English/Spanish is required.
• High school diploma or equivalent.
• A minimum of one-year related experience in supporting personal computer hardware, software, peripherals, servers, printers, scanners, and classroom audiovisual technology.

Nice To Haves

• Professional IT certifications such as CompTIA ITF+, A+, Network+, Server+, MCP, etc.
• Associate's degree or bachelor's degree in computer science or a related field
• 2-5 years of related desktop experience

Responsibilities

• Serve as the primary point of contact for students, faculty, and staff contacting the IT Help Desk, providing Tier 1 support for issues in a timely and professional manner.
• Troubleshoot and resolve Tier 1 issues, such as password resets and account management, and other issues supported by knowledgebase articles.
• Follow established ITIL priority matrix to evaluate and prioritize service requests in alignment with department standards and escalate complex issues when necessary.
• Create accurate and detailed tickets based on every customer encounter.
• Collaborate with IT staff to resolve and manage unresolved tickets in the IT ticket tracking system.
• Utilize and adhere to knowledge base articles to resolve issues. Identify and report gaps and make contributions to the knowledge with approval by the Director.
• Provide effort troubleshooting, when possible, in assisting users' issues with user owned technology.
• Generate and review activity reports.
• Other duties, as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Educational Services
• Education Level: High school or GED
• Number of Employees: 101-250 employees