Bilingual Help Desk Technician (English/Spanish) delivering Tier I IT support for local and remote users in an on-site role.

Answer staff inquiries via phone and email about technology issues or repair status within established service level agreements.
Provide technical support to both local and remote locations in line with policies and procedures.
Utilize remote desktop tools and device management systems to remotely assist end users and troubleshoot issues.
Perform system upgrades, install software packages, and run diagnostics to ensure proper functionality.
Maintain equipment inventory including assignment, transfers, salvage, and assist with potential purchases.
Resolve technical issues and advise on appropriate actions and solutions.
Communicate regularly and collaborate effectively with customers and team members.
Document daily data communications, issues and remedial actions taken, or installation activities.
Provide feedback to managers regarding job status, customer relations, and supply needs.
Assist coworkers in executing established processes and escalations.
Other duties as assigned.

Minimum 1 year of experience in a technical field.
Familiarity with Active Directory tasks such as account unlocks, password resets, and group access.
Experience in a call center or high-volume support environment.
Fluent bilingual English/Spanish.
Ability to handle back-to-back calls while maintaining quality.
Strong phone presence and active listening skills.
Clear communication with non-technical users.
Ability to de-escalate frustrated users professionally.
Knowledge of multiple platforms including Mac and Windows, iOS, Chrome OS, and Android.
Foundational knowledge of Microsoft Office 365, Google Workspace, operating systems, device management tools, interactive panels, hardware, software, troubleshooting methodologies, networking concepts, and customer service.
One industry standard certification or the ability to pursue one within one year (CompTIA A+ or Network+).
Must pass a fingerprinting background check.

Hourly rate: USD 19 per hour

Albuquerque, NM (onsite)

Help Desk Technician - Bilingual

Job Description