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Bilingual Help Desk Operation Support

4 months ago

Rockville, United States Innovative Management Strategists Full time

**POSITION**: Help Desk Operation Support

**Examples of Duties and Responsibilities**:

- Answer Help Desk phones and provide Tier 1 Support to users on a variety of issues.
- Documents, tracks, and monitors requests to ensure a timely resolution of all inquiries.
- Analyze, troubleshoot, and test client solutions.
- Handle heavy call volume.
- Be able to work a flexible schedule.

**Education and Years of Experience**:

- High School Diploma
- 3 - 6 years of demonstrably successful customer service background.
- Previous Help Desk experience preferred.
- Spanish \ English speaking would be a huge benefit.

**Required Skills**:

- Strong customer service background
- Excellent verbal and written communications skills
- Excellent interpersonal skills, especially the ability to listen and understand what is being described.
- Willingness to ask questions and learn quickly.
- Able to clearly explain ambiguous concepts.
- The flexibility to work within a team or independently.
- Basic understanding of computer terms and customer service operations.
- Working knowledge of IT ticketing systems is a plus.
- Able to deal with difficult customers.
- **Innovative Management Strategists**_ provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

This description defines the types of duties and level of difficulty of work required of this position. It shall not be held to exclude duties not mentioned nor limit the right of management to assign work to employees.

Pay: $30.00 - $33.75 per hour

Expected hours: 40 per week

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Professional development assistance
- Vision insurance

Experience level:

- 5 years

Shift:

- Day shift

Weekly day range:

- Monday to Friday

Work setting:

- In-person

**Education**:

- High school or equivalent (required)

**Experience**:

- Customer Service: 3 years (required)

**Language**:

- Spanish (preferred)

Work Location: In person