Technician, Service Desk, Bilingual Spanish Required

DPS•Denver, CO

3d•Onsite

About The Position

Provides first level (Tier1) support by answering the telephone, managing self-service incidents and emails covering all aspects of supported technology and security access for the District. Records all incidents with users in an incident management system. Resolves Service Desk First Contact Resolutions (FCRs) and/or escalates to the next level of support. Advocates for quicker customer resolution time with assigned fix agent and/or task owner ensuring a good customer experience.

Requirements

Minimum of High School Diploma/GED
One year of experience in help desk support, working with a ticketing system, and utilizing computer hardware and software.
One year of customer service experience required.
Bilingual Spanish Required
Have the ability with or without accommodations to meet the physical demands of the position.

Nice To Haves

One year of experience troubleshooting hardware and software desired

Responsibilities

Provides primary Service Desk real-time technology support via phone/email/self service to customers.
Records every engagement with the customer through the incident management system.
Resolves Service Desk First Contact Resolutions or routes to the appropriate fix agent, escalates issues if warranted.
Gathers required information and or documentation for break/fix issues and/or security access requests.
Participates in the day-to-day operational activities of the team.
Communicates incident status with the customer.
Follows up with customers to assure problem was resolved satisfactorily.
Performs other related duties, including special projects, as assigned.
Provides first and second level technical support, may include low-to-mid level application, administration functions, desktop and workstation support, PC hardware and software troubleshooting.
Escalates issues by following the protocols.
Advocates for quicker customer resolution time with assigned fix agent and/or task owner.
Discusses issues at a technical or non-technical level, depending on the audience.
Coordinates and performs application set-up and provide documentation for end users through real-time discussions/incident with users.
Keeps abreast of all district hardware and software technology by attending scheduled trainings, reviewing Knowledge documents and/or training videos as required.
Adheres to individual and team goals related to daily call volume, call resolution and telephone system metrics.
Monitors all outstanding incidents through resolution.
Follow all rules, policies and standard procedures for DPS, DoTS and team.
Other duties as assigned by the Service Desk Manager.