Helpdesk Analyst

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Industry: Helpdesk / Tech Support / Field Technician
Job Number:

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


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