Bilingual Spanish Helpdesk Agent

Under limited direction from the Service Desk Team Lead, the Help Desk Analyst is responsible for answering Help Desk calls and tickets in a timely manner and assisting users with various systems issues.  The Help Desk Analyst maintains a proficient knowledge of technical programs and is able to assist users with a variety of problems.  The Help Desk Analyst may be asked to assist in special projects coordinated by a Team Lead.
Job Description:

• Provides friendly, courteous, and quality systems support to all users.
• Strives to meet or exceed all SLA goals.
• Responds to incoming telephone calls, voicemail, web-submissions, emails and/or chat for assistance from users experiencing problems.
• Provides Level 1 technical support.
• Assists with advanced troubleshooting for special projects as directed by a Team Lead.
• Troubleshoots, analyzes, resolves, tracks, escalates, and accurately documents various technical problems (i.e., software, hardware and client specific applications).
• Documents customer requests in call tracking system (ABShelp and/or Infra).
• Routes tickets accurately to second level support when needed.
• Recommends changes in policies/procedures to the Service Desk Team Lead.
• Stays current on and adhere to established policies, procedures, and documentation.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• The requirements listed below are representative of the knowledge, skill, and/or ability required.

Required Skills:

• Fluent in Spanish and English.
• High School Diploma.
• Microsoft Office (i.e., Word, Excel, PowerPoint, Access).
• Microsoft Outlook or Lotus Notes.
• Windows XP and/or Vista Operating Systems.
• Active Directory.
• Minimum 1 year Call Center/Helpdesk experience.
• Minimum 1 IT certification (i.e., HDI, A+, MOS, MCSE, Network +) or related coursework.
• Spanish speaking is a plus.
• MAC application/hardware a plus.
• Desktop experience a plus.
• Strong customer service skills.
• Technical aptitude with strong PC literacy skills.
• Strong problem solving skills and decision making ability.
• Strong enthusiasm and desire to learn.
• Work well in a team environment.
• Strong written and verbal communication skills.
• Ability to learn and apply technical information in a fast-paced, demanding work environment.
• Effective listening skills.
• Ability to follow policies and procedures; attention to detail.
• Self-motivation and organization.

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