Bilingual IT Helpdesk Technician

This onsite role supports ICONMA's IT service desk in Painted Post, NY, delivering bilingual user support and ticket resolution while maintaining knowledge-base processes. Compensation ranges from USD 13 to 22 per hour.

Responsibilities

• Provide courteous and timely responses to user inquiries received via phone, live chat, incoming tickets, and other designated support channels.
• Utilize ServiceNow to manage tickets from creation through final resolution.
• Aim to meet or exceed service delivery metrics, targets, and performance goals.
• Adhere to client IT policies and documented processes covering Incident Management, Request Fulfillment, and Knowledge Management.
• Apply Knowledge Base articles to analyze, troubleshoot, and appropriately resolve or route technical incidents and requests.
• Offer feedback to improve Knowledge Base articles.
• Collaborate with vendor technical support to resolve issues related to third-party services.
• Maintain tickets in accordance with processes and SLAs, including timely updates of troubleshooting steps and communications with users, vendors, and IT colleagues.
• Proactively communicate with end users via phone, chat, and email to manage expectations and provide updates.
• Coordinate customer scheduling and follow-ups as needed.
• Monitor the ticket queue and take action or route items as appropriate.
• Notify leadership of broader issues impacting users or the team.
• Engage with teammates to share information and knowledge on a daily basis.
• Complete all administrative requirements on time.
• Handle corporate calls by answering, responding, and routing as necessary.

Requirements

• Associate degree in IT or related professional certification is preferred; High School Diploma or GED is the minimum requirement.
• A minimum of 2 years of IT Helpdesk or Service Desk experience.
• Must speak Spanish with the ability to read, write, and comprehend.
• Fluent in English with the ability to read, write, and comprehend.
• Time management and multitasking skills to meet deadlines in a fast-paced environment.
• Customer service experience, preferably in a call center setting.
• Strong work ethic with attention to detail and a positive attitude; self-starter who can work in a team environment and motivate others.
• Solid technical abilities across computers and mobile devices.
• Strong organizational and planning skills with the ability to adapt to changing priorities.
• Effective interpersonal, empathetic, and clear communication skills.
• Proficiency with Microsoft-based applications, especially Windows 11, Microsoft 365, and Teams.
• Experience with call management software such as Finesse or similar.
• Quality and documentation experience; familiarity with Microsoft Azure and Active Directory Administration.
• Experience resolving Outlook issues such as mail file size and data files (.ost).
• Windows troubleshooting experience, including monitor display issues, printing, and connectivity.
• Knowledge of configuring and distributing corporate mobile devices.
• Experience troubleshooting Cisco VPN and Pulse Secure clients, facilitating Citrix connectivity, and remediating Symantec Endpoint Protection.
• Experience with LogMeIn remote connections or similar tools; MEMC software deployment and asset management skills.
• Support for Edge and Google Chrome; installation and configuration of various Adobe products/software; printer and driver troubleshooting.
• Familiarity with ServiceNow or a similar ticket management tool and knowledge base utilization.
• Bilingual proficiency in English and Spanish is required.

Technologies

• ServiceNow
• Windows 11
• Microsoft O365
• Teams
• Finesse
• Microsoft Azure
• Active Directory Administration
• Outlook
• Cisco VPN
• Pulse Secure
• Citrix
• Symantec Endpoint Protection
• LogMeIn
• MEMC
• Adobe products
• Microsoft Edge
• Google Chrome

Benefits

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities