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

Logicalis•Tulsa, OK

About The Position

Summary Responsible for initial communication, documentation and triage of all customer incidents reported to Managed Services NOC. Supports end user service request fulfillment as required. Essential Duties and Responsibilities Responds and solves customer issues utilizing technology tools, procedures, and training. Utilizes Service Now ticketing system for detailed documentation of incident troubleshooting and service request fulfillment. Escalates issues in accordance with escalation procedures. Communicates frequently with customers, hardware/software vendors and other support level tiers within Logicalis. May create technical and process documentation for trouble shooting purposes. Understands Information Technology Infrastructure Library (ITIL) and follows predefined ITIL incident, problem and change management processes in place for each customer when working to resolve customer requests or outages. Maintains current knowledge of core service offerings and Service Level Agreements (SLAs). Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values. Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors. Supports and conducts self in a manner consistent with customer service expectations.

Requirements

Associate degree in a related field.
1 year experience in the following: Troubleshooting and/or configuration experience with IT Service Desk functions including Windows Operating Systems, Microsoft Office products, as well as general networking knowledge.
Server/PC operating system support, specifically Windows XP, 7, Server 2003 and 2008, VPN connectivity, backup solutions, and networking knowledge.
ServiceNow (or similar ticketing system tool) and Nimsoft (or a similar IT monitoring system tool).
Proficient use of all Microsoft products and operating systems.
Strong troubleshooting and initiative skills.
Client service focus and excellent interpersonal skills.
Strong, clear communication skills - oral, written, and email.
Excels in ability to multi-task.
Works independently with minimal supervision.
Works well with team members and cross-departmentally.

Nice To Haves

Relative and current certifications to technologies listed such as: Microsoft, Cisco or CompTIA A+ / CompTIA Network+

Responsibilities

Responds and solves customer issues utilizing technology tools, procedures, and training.
Utilizes Service Now ticketing system for detailed documentation of incident troubleshooting and service request fulfillment.
Escalates issues in accordance with escalation procedures.
Communicates frequently with customers, hardware/software vendors and other support level tiers within Logicalis.
May create technical and process documentation for trouble shooting purposes.
Understands Information Technology Infrastructure Library (ITIL) and follows predefined ITIL incident, problem and change management processes in place for each customer when working to resolve customer requests or outages.
Maintains current knowledge of core service offerings and Service Level Agreements (SLAs).
Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.
Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.
Supports and conducts self in a manner consistent with customer service expectations.