Service Desk Technician - Bilingual Spanish/English (TIER 1)

📋 Description

• • Provides Tier 1 technical support to corporate clients via phone, email, and chat for PC hardware and software applications.
• • Assists end users with troubleshooting and resolving issues related to Microsoft Outlook, including configuration and email sync problems.
• • Delivers support for Windows 7 and Windows 10 operating systems, including installation, updates, and configuration issues.
• • Supports Microsoft Office products including Word, Excel, PowerPoint, and Office 365, resolving application errors and functionality concerns.
• • Provides technical assistance for mobile device configuration, including email synchronization and app connectivity across iOS and Android platforms.
• • Resets network passwords and manages user accounts through Active Directory database tools.
• • Assists users with adding, removing, and configuring network printers and resolving printing connectivity issues.
• • Troubleshoots and resolves VPN connectivity problems to ensure secure remote access to corporate systems.
• • Uses remote access tools to control and diagnose issues on user computers remotely.
• • Handles 50–60 support tickets per day with efficiency and accuracy while maintaining high customer satisfaction standards.
• • Utilizes ServiceNow or similar ticketing systems to log, track, and resolve service requests in a timely manner.
• • Navigates internal knowledge bases to research solutions and ensure consistent, accurate responses to user inquiries.
• • Supports end-user self-service tools and guides clients through self-resolution processes where applicable.
• • Provides basic Internet support, including ISP connectivity, cable modem troubleshooting, and network configuration issues.
• • Maintains regular and punctual attendance and adheres to scheduled work hours in a virtual environment.
• • Documents all support interactions accurately and follows established protocols for incident resolution and escalation.
• • Demonstrates commitment to Logicalis’s mission and values by upholding ethical, professional, and client-focused behaviors in all interactions.
• • Maintains awareness of and complies with applicable Federal, State, and Local laws, as well as Logicalis policies and procedures.
• • Promotes a service-oriented mindset aligned with client expectations and company standards.
• • Operates a personal smartphone with two-factor authentication capabilities, which may be used for work-related security protocols.
• • Works in a fast-paced, high-volume environment requiring strong multitasking abilities and minimal supervision.
• • Communicates clearly and professionally in both English and Spanish to serve a bilingual user base.
• • Exhibits strong organizational, administrative, and interpersonal skills while managing multiple concurrent support requests.
• • Applies effective troubleshooting techniques to resolve technical issues across a wide range of software and hardware platforms.