Support Jobs in Painted Post, NY

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Bilingual IT Helpdesk Technician

ICONMA, LLC Painted Post, NY

Painted Post, NY

Today

$13 - $22/hr Full time Active Directory Application Support Bilingual

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Job Description

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

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