IT Support Desk Technician - Bilingual

The 20•Plano, TX

22h•Remote

About The Position

The 20 is looking for a hard-working, spanish-speaking Information Technology Support Desk Technician to provide remote support to our clients nationwide. The right candidate will be responsible for providing technical support related to computer systems, hardware, software, applications, and more. This person will respond to tickets via a ticketing system, analyze the issues, isolate the problems, and implement the solutions. This person will be comfortable talking on the phone, supporting customers, and have a good general understanding of business technology.

Requirements

IT Fundamentals and A+ certifications, or equivalent professional experience
1+ year of professional help desk experience
Strong customer service skills
High attention to detail
Ability to follow instructions and policies
Ability to adapt to changing and fast-moving environments
Strong phone skills

Responsibilities

Identify, analyze, and resolve common technical issues, questions, and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals
Manage ticket queue to ensure timely resolution
Provide customer support using remote connection software
Professional Spanish fluency is required
Provide thorough documentation on each customer interaction
Prioritize ticketing system flow by following SOPs and KB articles for resolution
Meet or exceed KPI goals
Troubleshooting of the following, though not limited to: Advanced desktop issues, VPN connectivity, Entry-level server support, Hardware issues, Line of business support

Benefits

Medical/Dental/Vision health plans
PTO/Sick/Holiday pay
Dependent Care FSA
Paid Parental Leave
Life Insurance
100% Company Paid
Incredible company culture
Explosive company growth
Company sponsored Team Building Events
State of the art, modern office with amenities: onsite gym, snacks, drinks, and a food hall