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Bilingual Help Desk Technician

1 hour, 49 minutes ago
United States
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
Apply Now
CampusWorks

CampusWorks

CampusWorks is a trusted partner for colleges and universities, offering innovative solutions to enhance operations, reduce costs, and improve the student experience. With a focus on providing independent perspectives and creative solutions, CampusWork...

Internet Software & Services
51-250
Founded 1999
View All Jobs 4

Description

  • Serve as the primary point of contact for students, faculty, staff, and campus community members needing IT support.
  • Provide Tier 1 troubleshooting for software, hardware, classroom technology, printing, network connectivity, and policy-related issues.
  • Diagnose and resolve technical issues through phone, email, chat, in-person, and remote support channels.
  • Handle password resets, account management, and other issues covered by knowledge base articles.
  • Follow the ITIL priority matrix to triage, prioritize, and escalate service requests appropriately.
  • Create accurate and detailed tickets for every customer interaction in the IT ticket tracking system.
  • Collaborate with IT staff to resolve unresolved tickets and manage open issues.
  • Contribute to knowledge base content and report gaps for approval by the Director.
  • Assist users with troubleshooting their personal technology when possible.
  • Generate and review activity reports and complete other assigned duties.

Requirements

  • Bilingual fluency in written and spoken English and Spanish is required.
  • High school diploma or equivalent is required.
  • At least 1 year of related experience supporting computer hardware, software, peripherals, servers, printers, scanners, and classroom audiovisual technology.
  • Ability to quickly diagnose and resolve technical issues.
  • Ability to communicate technical concepts clearly to a variety of users.
  • Working knowledge of help desk software, databases, and remote control tools.
  • Strong interpersonal, customer service, problem-solving, critical-thinking, and teamwork skills.
  • Ability to follow instructions and protocols, meet deadlines, and work scheduled shift patterns with minimal supervision.
  • Ability to work in-person at a client location and occasionally remotely from a dedicated private secure space with reliable internet access.
  • Professional IT certifications such as CompTIA ITF+, A+, Network+, Server+, or MCP are preferred.
  • An associate’s degree or bachelor’s degree in computer science or a related field is preferred.
  • 2-5 years of related desktop experience is preferred.

Benefits

  • Full-time employee position.
  • Remote work arrangement.
  • Scheduled hours of Monday through Friday, 9 a.m. to 6 p.m. PST.
  • Opportunity to expand technical skills and contribute to process improvement.
  • Exposure to a collaborative IT support environment.

Interested in this position?

Apply directly on the company website

Apply Now

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