Service Desk Technician - Bilingual in Spanish Preferred

DescriptionThe Service Desk Technician serves as the first point of contact for customers seeking technical assistance over the phone. The Service Desk Technician monitors the Service Desk phone queue, answers incoming calls, performs remote troubleshooting, directs unresolved issues to the next level of support personnel and records all pertinent details in the IT ticketing system.Responsible for the completion of level 1 support tickets in assisting users with password resets, software installation, enrollment into MDM software (smartphones) and performing general hardware/software troubleshooting.Strong candidates will have technical knowledge, be customer oriented and patient to deal with a remote, work from vehicle workforce.SUPERVISORY RESPONSIBILITY: None ESSENTIAL DUTIES: Serve as the first point of contact for customers seeking technical assistance over the phone Assist with password resets and account login issues (including Apple IDs) Assist remote users with the installation of company approved software and drivers Assist remote users with printer troubleshooting/maintenance Assist remote users with enrolling smartphones into company MDM/EMM Solution Remote and in-store diagnosing/troubleshooting of general hardware issues Provide in-person level 1 support to corporate office users Direct unresolved issues to the next level of support personnel via the ticketing system Ensure all work tasks and details are captured in IT ticketing system Additional IT support responsibilities as assigned by leadershipQUALIFICATIONS: Experience as an IT Service desk technician or other technical support role Ability to explain technical concepts to non-technical users with approach-ability and empathy Experience with software installations, hardware repairs and troubleshooting hardware/software issues associated with level 1 IT support Excellent communication, time management and organizational skills Strong problem solving skills A+, Net+, MCP or ITIL certifications a plusTECHNOLOGY, EQUIPMENT & TOOLS: Proficient with standard office equipment i.e. computer, phones, scanner, fax and copier. Proficient with Microsoft Office including Microsoft Project and Visio.KNOWLEDGE, SKILLS & ABILITIES: Proficient customer relationship skills with the ability to communicate professionally with all levels of an organization. Possess technology leadership skills and proficient service delivery. Ability to problem solve and make effective decisions. Possess interpersonal skills and ability to work in a team environment. Ability to manage multiple concurrent projects and services. Demonstrated technical acumen and competency. Bi-lingual English/Spanish a plus.PHYSICAL DEMANDS AND WORK ENVIRONMENT: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, an employee must regularly stand, walk, sit for extended periods of time, reach and perform repetitive key strokes. While performing the duties of this job, an employee must occasionally stoop, kneel, crouch, crawl, climb stairs and lift or move up to 25 pounds.While performing the duties of this job, the employee is regularly exposed to an office environment.The position requires occasional travel including overnights by ground and/or air transportation.