Bilingual IT Support Specialist

2 weeks ago


Carbondale, Pennsylvania, United States ICON Consultants, Inc. Full time

Position: Bilingual IT Support Specialist
Location: Cranberry Township, PA
Pay Rate: $22.50/hr (+benefits)
Assignment Length: 4-month W2 Contract
Schedule: Hybrid (In-office M-Th)
Industry: Industrial Chemicals


JOB OVERVIEW

The Bilingual IT Support Specialist plays a crucial role within the IT Service Management framework. This position is dedicated to delivering exceptional support to end-users while actively monitoring computer systems through established ITIL best practices, focusing on Incident, Problem, and Knowledge management.


ROLE DESCRIPTION

As a Bilingual IT Support Specialist, you will engage in intermediate-level responsibilities, providing essential support to users and IT systems across various technical challenges. Your role will involve:

  • Identifying, researching, and resolving technical issues.
  • Responding to support requests via phone, email, and in-person.
  • Conducting proactive monitoring of computer systems using appropriate tools.
  • Documenting, tracking, and managing issues to ensure prompt resolutions.
  • Collaborating with customers to address complex problems that require advanced expertise.
  • Participating in projects aimed at enhancing customer service responsiveness.
  • Setting and monitoring personal performance goals.

KEY SKILLS AND QUALIFICATIONS

To excel in this role, candidates should possess:

  • 1 year of experience in a Global IT Service Desk environment is highly preferred.
  • Advanced troubleshooting capabilities.
  • Successful completion of relevant IT assessments.
  • Strong analytical skills for effective problem resolution and solution recommendation.
  • Excellent communication, organizational, and problem-solving abilities.
  • Ability to work independently while ensuring consistent task completion.
  • Strong verbal communication skills, including the capacity to document procedures clearly.
  • Flexibility to work in both independent and team settings.
  • Experience interacting with a diverse user base.
  • Willingness to work rotating shifts and holidays.
  • Awareness of safety and security protocols in an office environment.

MINIMUM REQUIREMENTS
  • Bilingual proficiency in Spanish is required.
  • A 2-year degree in Information Technology or a related field.
  • 1-3 years of technical support experience in a computer-related domain.
  • Familiarity with common concepts, practices, and procedures in the IT field.
  • Working knowledge of ITIL standards and best practices.
  • Intermediate understanding of IT infrastructure components, including:
    • Standard desktop tools and utilities.
    • Server operating systems and utilities.
    • IT networks and voice services.
    • IT security and disaster recovery protocols.
    • Process control and monitoring techniques.
    • Call center technologies.

SUCCESS FACTORS

Successful candidates will demonstrate:

  • A focus on results and the ability to drive change.
  • A commitment to teamwork and building trust.
  • An understanding of market dynamics and customer perspectives.
  • Attention to detail and effective communication skills.
  • The ability to manage complexity and solve problems proactively.
  • A sense of responsibility and accountability in their work.

This position involves a hybrid work model, with in-office training followed by remote work. Flexibility to adapt to changing work arrangements is essential.



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