Helpdesk Analyst

Note: The position requires bilingual skills in English/Spanish or English/Portuguese or French

Description:

• Provide Level 1 support for databases, software & devices
• Excellent Customer Service skills
• Excellent understanding of Service Desk Operations; including tools (call tracking systems, ACD) processes and methodologies
• Certified in 1 or more of the following A+ • MCP (Microsoft Certified Pro) • Win10 or above
• Two year business/technical degree or equivalent work experience for Jr/Intermediate
• Two years of prior related work experience in a technical support environment
• Two years’ experience working directly with the public in a service capacity
• Windows Family Operating systems (Win10)
• Email and Calendar Systems.
• VPN Remote connectivity
• Basic Network connectivity troubleshooting skills
• Basic Service Now or Remedy Help Desk Support tool and processes
• Able to follow Basic ITIL knowledge Base
• Customer Service Phone training able to apply customer empathy
• Web based applications
• Handles problems that are complex, unknown and new with confidence
• Multitasks by thinking, typing, troubleshooting and talking effectively
• Experience with Translating information and communications
• Flexibility for work hours (Shifts 7am thru 7PM Monday - Friday)
• Work will be 50% remote and 50% on site