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Bilingual IT Support Specialist

2 months ago

Tampa, Florida, United States MassGenics Full time

MassGenics is seeking a skilled Bilingual IT Support Specialist to enhance their operations.

This full-time contract role is pivotal in providing exceptional IT assistance to employees and partners within the organization.

Key Responsibilities:

  • Manage incoming requests through various channels (calls, chats, tickets) and efficiently direct them to the appropriate support teams while maintaining user expectations.
  • Generate support tickets and meticulously document all interactions in the ticketing system.
  • Troubleshoot and resolve issues or escalate to higher-tier teams as necessary.
  • Investigate and address complex application and business process challenges, while identifying patterns and trends.
  • Provide updates and follow-ups to users on open tickets, ensuring service level agreements are upheld.
  • Utilize the Knowledgebase to resolve inquiries and draft articles to fill knowledge gaps.
  • Engage in application testing, upgrades, and internal projects as required.
  • Adhere to all established processes and procedures of the service desk.
  • Foster quality, process enhancement, and innovation to improve service delivery.

Essential Qualifications:

  • Bilingual proficiency in English and Spanish.
  • At least 2 years of experience in IT Help Desk support.
  • Familiarity with call center technology and ticketing systems.
  • Experience in supporting applications on Windows operating systems.
  • Flexibility to work various shifts during business hours.
  • A Bachelor's degree is preferred, but equivalent experience with a high school diploma will be considered.

Skills & Experience:

  • Strong communication skills in both English and Spanish.
  • Basic understanding of ITIL Framework and IT Service Management.
  • Excellent customer service abilities.
  • Proficient in diagnosing and troubleshooting intricate issues.
  • Capability to convey technical information clearly to users.
  • Basic hardware troubleshooting knowledge.
  • Previous experience in a technical support or service desk environment is advantageous.
  • Familiarity with Apple technologies is a plus.
  • Experience in application support is beneficial.
  • Ability to collaborate effectively within a team and share knowledge.

Additional Requirements:

  • Willingness to work flexible hours as needed.
  • Availability to work on company holidays when required.

About MassGenics:

MassGenics is a forward-thinking organization dedicated to delivering innovative solutions in the field of technology and business. They prioritize a diverse and inclusive work environment, ensuring equal opportunity for all employees. If you are passionate about IT support and customer service, this role may be an excellent fit for you.