IT Service Desk Technician Tier I (Bilingual Spanish & English)

$50,000 - $60,000/Yr

EXOS Talent - El Paso, TX

Full-time - Entry Level

El Paso, TX

About the position

The IT Service Desk Technician Tier I is a full-time role focused on providing technical support and troubleshooting for hardware, software, and network connectivity issues. This bilingual position requires proficiency in both English and Spanish, and the technician will serve as the first point of contact for support inquiries, escalating more complex issues as necessary. The ideal candidate will have a foundational understanding of networking concepts and experience in IT support, ensuring excellent customer service and documentation of support interactions.

Responsibilities

• Serve as the first point of contact for all technical support inquiries via phone, email, or ticketing system.
• Diagnose and troubleshoot hardware, software, and basic network connectivity issues (e.g., LAN/Wi-Fi problems).
• Provide technical assistance for desktops, laptops, printers, mobile devices, and other peripherals.
• Assist users with password resets, software installations, and basic configuration settings.
• Log all support interactions and resolutions in the ticketing system and escalate unresolved issues to Tier 2 or higher.
• Troubleshoot basic network issues, including connectivity, IP configurations, and router/switch issues.
• Assist with network setup and maintenance, including connecting devices to the network and ensuring proper configuration.
• Collaborate with network administrators to escalate and resolve complex network problems.
• Perform regular system checks and maintenance tasks such as updates, backups, and antivirus scans.
• Assist in the setup, configuration, and deployment of new hardware and software for users.
• Support routine administrative tasks, including user account creation and management in Active Directory.
• Provide excellent customer service, ensuring all issues are addressed in a timely and professional manner.
• Educate end-users on best practices for system use, security, and troubleshooting common problems.
• Document issues, solutions, and user guides for common support requests to enhance the knowledge base.

Requirements

• High School Diploma or GED equivalent (Associate's degree or technical certifications are a plus).
• 1-2 years of experience in an IT support or helpdesk role.
• Experience troubleshooting and resolving issues related to hardware, software, and basic networking.
• Familiarity with ticketing systems and remote support tools.
• Basic knowledge of networking concepts such as TCP/IP, DNS, DHCP, and Wi-Fi troubleshooting.
• Experience with Microsoft Windows, macOS, and common software applications (e.g., Microsoft Office, VPN).
• Understanding of basic Active Directory functions (e.g., password resets, user account creation).
• Familiarity with setting up and configuring desktops, laptops, printers, and other IT hardware.
• Strong problem-solving skills with attention to detail.
• Bilingual in English and Spanish.
• Excellent verbal and written communication skills.
• Ability to work effectively under pressure and manage multiple priorities.
• Strong customer service orientation, with the ability to explain technical issues to non-technical users.

Nice-to-haves

• CompTIA A+ or Network+ certification.
• Basic knowledge of network switches, routers, and firewalls.
• Experience supporting remote users and using remote access tools.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance