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Bilingual Help Desk Associate

  • Location: Annapolis, MD, 21401
  • Job Type:Contract

Posted 7 days ago

Terrific 12+ months contract opportunity in Annapolis, MD for a Help Desk Associate that is bilingual in English and Spanish. Will work an 8 hour shift each day. Flexibility is needed to ensure coverage when other team members are out. Will work remotely until offices reopen, then onsite.
Responsibilities include:
  • Logging of tickets received via phone, email and web. Working these using trouble shooting knowledge articles before assigning to the next tier support team.
  • Assists second and third-tier technical specialists with resolving escalated incidents and identifying root cause.
  • Demonstrates professionalism and good customer service skills when working with internal and external customers.
  • Use effective listening techniques to identify customer needs and leverage appropriate communication skills or style to deliver clear messages to customers.
  • Establish methods to deal with various customer behaviors. Applies strategies to build rapport with customers, peers and other organizational work-groups.
  • Leverage knowledge, experience, and/or historical information in fulfilling service requests.
  • Documents knowledge and solutions for peers and other work groups in order to minimize customer downtime and duplication of effort. Follow established guidelines for recording service requests, providing status updates to customers and updating appropriate informational databases.
  • Provides on-call response to critical work stoppage issues during non-business core hours.
  • Answers client's inquiries concerning systems operation; diagnoses system hardware & software to include: Desktop, laptops, Windows, MS Office, Apple, Mac OS, Androids, and other Mobile devices. Recommends and implements remedial actions to correct problems based on the knowledge or systems operation.
  • Troubleshooting networking and communications issues including wireless communications.
  • Associates degree.
  • 3+ years help desk support experience.
  • Experience with PC (desktop and laptop) support.
  • Experience using and supporting O365, Microsoft Windows Operating Systems and Microsoft Office Suite.
  • Experience supporting PC’s in a Windows Active Directory domain environment (e.g. such as password resets).
  • Experience is required with PC Imaging, supporting remote connectivity methods, antivirus and antispyware applications, system patching and application updates, application troubleshooting.
  • Experience using and managing inventory for PC hardware and software.
  • Excellent documentation skills geared towards developing procedures to maintain consistency and positive user experience.
  • Prior ticketing systems experience specifically including monitoring trouble and problem tickets and follow up to ensure customer satisfaction.
  • Bilingual (Spanish).
If this sounds like the perfect fit, Apply Today!