It Specialist - Bilingual (Spanish)

100% Onsite - Bwy 8 and 290 - BILINGUAL Spanish/English preferred - Interviewing Immediately - $45-50k/yr

Position Summary:

The Support Team is the first line of defense, jack of all trades, the voice, personality, and day to day hero to many of our end users.

• Responds to end user tickets and requests, with the goal of resolving all issues they might experience.
• Establish client expectations
• Quickly gather information, make an informed decision, and communicate expectations of resolution to the end user.

Essential Functions & Responsibilities:

• Respond to phone calls, emails, and alerts from the technical toolsets
• Ensure all user information is captured and entered into the PSA according processes
• Set and manage the expectations of the client for how and when each ticket will be handled
• Utilize team resources, tools, and documentation to drive resolutions quickly and efficiently
• Follow the escalation process to ensure that issues are dealt with in a timely and appropriate manner
• Document technical steps towards resolution in the PSA, accurately and in real time
• Engage vendors to drive resolution on tickets related to third party applications
• Continually keep each client informed of and updated as to the progress of each ticket
• Identify the root cause to plan and execute a permanent solution to persisting issues
• Participate in on call rotation and be available for periodic after hours and weekend projects
• Periodically conduct onsite client visits to drive a ticket to resolution
• Follow up with client to ensure issues are resolved to their satisfaction and ensure the problem does not reoccur
• Work each ticket which you are assigned to daily, with accurate time entry and notes
• Identification of recurring issues and patterns for discussion and root cause
• Create, correct, and update documentation across all tools
• Attend and have input at various team huddles, meetings, and company forums
• Be flexible and willing to help other departments and team-members, we succeed and fail as a group
• Participate in company initiatives and activities.
• Continuously work to improve yourself, and others, both technically and professionally as expected by management
• All other tasks, tickets, or projects as requested by management

Placement Criteria:

• Minimum of AS, BS, MIS or certifications in a related discipline and/or 8 or more years of related technical support experience or a suitable combination of education and relevant experience; Certifications preferred but, not required.

• Intermediate knowledge of Windows Server Technology and Microsoft OS and Office products.
• Intermediate knowledge of TCP/IP, network routing, firewall functions (NAT), including basic understanding of common protocols such as HTTP(S), RDP, DNS, SMTP, etc.
• Understanding of concepts such as Active Directory, Virtualization, VOIP, DNS, DHCP, etc
• In depth understanding of computer hardware and troubleshooting.

• Ability to prioritize workflow and organize diverse material and ability to handle multiple, competing and changing priorities; ability to perform effectively without supervision and within established time limits and ongoing deadlines.
• Ability to interact effectively and professionally, provide exceptional service, internally and externally at all times.
• Written and verbal communication skills should be concise and effective. You should aspire to excellence in both work and customer service and should show courtesy to everyone encounter. You are expected to maintain an air of professionalism in interpersonal relationships and personal grooming/appearance, exercise confidentiality concerning the affairs of the business. You will be expected to exhibit a willingness to learn, problem solve and step in to help others.