Bilingual Technical Support Specialist

2 weeks ago

Austell, Georgia, United States Insight Global Full time

Bilingual Help Desk Technician - Full-Time Opportunity

As a Help Desk Technician, your primary responsibility will be to provide technical assistance and troubleshooting support for employees experiencing issues with their computer hardware and software. You will also be tasked with managing user accounts, setting up new computers, and installing/configuring various hardware (PCs, tablets, phones, printers, etc.) and software/operating systems. Additionally, you may assist with network and service maintenance as needed.

Key Responsibilities

  • Address end-user inquiries through phone, email, ticketing systems, or in-person interactions.
  • Install, configure, and maintain various hardware components including PCs, tablets, phones, printers, scanners, and copiers.
  • Install, configure, and maintain software applications and operating systems.
  • Manage workstation assets by tracking computer equipment and installed software.
  • Provide end-user training as necessary.
  • Create, update, and delete user accounts as required.
  • Support the Network Administrator with network and server maintenance tasks.
  • Monitor and maintain applications and hardware performance.
  • Oversee server and network backup processes.
  • Collect and respond to feedback from end-user surveys.
  • Document procedures for IT processes and end-user instructions.
  • Keep detailed records of work orders and maintain communication with users regarding their cases.
  • Generate reports on tickets, assets, accounts, and other metrics as needed.

Ideal Candidate Profile

To excel in this role, you should possess a solid understanding of TCP/IP networks, personal computers and their components, Active Directory, group policy, NTFS security, and common software applications. A strong commitment to providing exceptional customer service and the ability to work independently with minimal supervision are essential.

Education and Experience

  • High school diploma or equivalent is preferred.

Essential Qualifications and Skills

  • Bilingual proficiency in Spanish (reading, writing, and speaking).
  • Outstanding verbal and written communication skills for both technical and non-technical audiences.
  • Exceptional customer service abilities.
  • Strong technical problem-solving skills with the capacity to understand complex concepts.
  • Familiarity with common software applications such as Word, Excel, PowerPoint, Outlook, and security software.
  • Basic knowledge of voice and data cabling, jacks, and patch panels.
  • Understanding of TCP/IP networks and basic services like DNS, DHCP, SMB, and FTP.
  • Experience with Active Directory, group policy, and NTFS security.
  • Knowledge of personal computers and their components, particularly Dell and Lenovo brands.
  • Ability to analyze issues and derive solutions through research and independent reasoning.
  • Sound judgment in decision-making, such as determining when to repair or replace equipment.

Compensation:

Hourly wage ranges from $22 to $25, with exact compensation dependent on various factors including skills, experience, and education.

Benefit packages commence on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and access to a 401k retirement plan with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as mandated by applicable law.

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