Service Desk Technician - Bilingual Spanish/English (TIER 1)

$33,280 - $37,440/Yr

Logicalis - Madison, WI

Full-time

Madison, WI

Furniture, Home Furnishings, Electronics, and Appliance Retailers

About the position

The position involves providing technical support for various PC hardware and software applications to corporate clients via phone, email, and chat. The role requires proficiency in both English and Spanish, and the individual will assist users with troubleshooting issues related to Microsoft Operating Systems, Office products, and mobile devices. The support specialist will handle a high volume of issues daily while maintaining a commitment to client service and adherence to company policies.

Responsibilities

• Provide support via phone, e-mail, and chat to employees of corporate clients.
• Assist users in troubleshooting Outlook.
• Provide support for Microsoft Operating Systems (Windows 7, Windows 10).
• Provide support for Microsoft Office Products (Word, Excel, PowerPoint, Office 365).
• Provide support for mobile devices including configuration and email sync.
• Handle 50-60 issues per day efficiently and appropriately.
• Utilize Active Directory database to reset network passwords.
• Assist users in adding and changing network printers.
• Provide technical support for VPN connectivity issues.
• Control user's computers utilizing remote access tools.
• Troubleshoot remote access connectivity problems.
• Maintain regular and punctual attendance.
• Demonstrate and actively promote an understanding and commitment to the mission of Logicalis.
• Maintain a working knowledge of applicable Federal, State, and Local laws and regulations.

Requirements

• Trade School Certificate or Associate Degree in a related field.
• 1 year experience in a call center or service desk environment.
• Knowledge of various PC hardware and software applications including Windows 7, Windows 10, Office 365, and user self-service tools.
• Effective troubleshooting and documentation skills.
• Proficient use of Microsoft Office applications.

Nice-to-haves

• Experience with ServiceNow or other ticketing systems.
• Knowledge of Internet Service Provider (ISP) and Cable Modem support.
• Experience navigating a knowledgebase.

Benefits

• Equal Opportunity Employer
• Diversity and inclusion policies