Service Desk Technician - Bilingual

Position: Service Desk Technician - Bilingual
Hours of Work:
Full-time, Non-exempt
To the extent permitted by law, the Company may, in its sole discretion, change the work schedule to address business needs. Work hours will depend on the business hours of the time zone serviced.
Supervisory Responsibility: N/A
In This Role, You Will...
Perform computer, workstation, hardware and software installation, configuration, troubleshooting, and repair at remote branches and headquarters.
Responsibilities and Essential Duties:

• Provide internal clients with 1st level IT support company-wide via telephone, email, or instant message.
• Configure and install hardware, software, and applications.
• Provide evening and weekend support (off-hours support) as assigned on a rotating basis.
• Troubleshoot and resolve hardware, software, applications, network, user access, or related issues.
• Create tickets and document all activities in helpdesk ticketing systems.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
• Escalate complex problems or unresolved issues to next level of support.
• Utilize and become proficient with Navigant's standard support tools (i.e. GPS, CIM).
• Address client questions using available information resources.
• Comply with Corporate IT Service Management and Service Desk policies, procedures, and directives.
• Achieve metrics in support of service level agreements, client satisfaction surveys, and completed incidents/requests.
• Recommend process changes as needed to improve service levels.
• Create/maintain support documentation and procedures.
• Communicate company IT policies and standards.
• Stay current with information technology systems and industry levels.
• May perform additional functions depending on market demand and staffing in order to provide consistent quality customer service.

Required Qualifications:

• Two to three (2-3) years of experience in Help Desk or IT support role.
• Associate's degree in Information Technology or related field; Information Technology certifications can be substituted for Associate's degree.
• Strong time management and communication skills to support growing business functions.
• Bilingual fluency in Spanish/English (speak, read, write) required.

Preferred Qualifications:

• Bachelor's degree in Information Technology or related field.
• Experience with scripting such as batch files and PowerShell.
• Experience with Windows 10 and server 2012.

Physical Demands:
While performing the duties of this job, the employee is frequently required to sit for extended periods; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to twenty (20) pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change or new ones may be assigned at any time of without notice.
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Compensation: Hourly Rate (commensurate with experience)
Benefits: Health (optional HSA with Employer Contributions), Vision, Dental, Basic Life, PTO and 11 paid holidays, 401K + company match, Paid Parental Leave
Mariner Finance is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, creed, sex, gender, gender identity or expression, marital status, age, religion, national origin, sexual orientation, familial or caregiver status, citizenship status, status as a victim of domestic violence, medical condition, genetic information, pregnancy, physical or mental disability, or status as a disabled or Vietnam era veteran. Employee must be able to perform the essential duties/functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential duties/functions of their job, absent undue hardship. Drug/Alcohol/Smoke-free workplace.
Mariner Finance, LLC | NMLS #166564
Other details

• Pay Type Hourly

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