Helpdesk Representative 1 – bilingual

Job Title : Helpdesk Representative 1 – bilingual
Department : Operations
Reports to : Assistant Sales Coach
Location : Lufkin
FLSA Status: : Non-Exempt
Pay Grade: : $12.00 Per Hour ($11.00 probationary)

Summary:

Position provides technical assistance and training to system users. Individual needs to have the availability of flexible hours.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Needs to have the fundamental computer service skills and the ability to understand legal and technical manuals, as well as translate this information into Spanish. Communication and customer service skills are required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties And Responsibilities:

  • Enters commands and observes system functions to verify correct system operation.
  • Carries out quality control based on instructions from Helpdesk Manager, Assistant Helpdesk Supervisor and level two Representatives concerning systems operation and diagnoses system hardware, software, and operator problems.
  • Instructs users in use of equipment, software, and manuals.
  • Recommends or performs minor remedial actions to correct problems.
  • Reports issues that arise to level two Representative or Assistant Helpdesk Supervisor.
  • Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.
  • Escalates to second tier support and CRIS Support team as needed.

Supervisory Responsibilities:

This job has no supervisory responsibilities.

Knowledge of:

Operating systems such as Windows, 7, 8, 8.1, 10; Software programs such as, Outlook, Various Browsers; Networking; and Basic computer hardware.

Ability to:

Provide technical assistance and training to system users; Communicate and work well with peers across departments; and Prioritize work. Follow documentation guidelines for ticketing.

Education And/Or Experience:

Candidates should have an Associates Degree in Information Technology; or industry standard certifications such as A+, MCP, etc; or one to two years of customer service or technical support experience and/or training; or equivalent combination of education and experience.

Language Skills:

Candidates should be able to read common technical journals and legal documents. Have the ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community in English and Spanish. Be able to effectively present information to top management, public groups, and/or boards of directors. Candidate should also be able to respond to written (email) communication in English and Spanish in collegiate or professionally correct grammar.

Reasoning Ability:

Ability to define problems, data, establishes facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions as assigned.

Certificates, Licenses, Registrations:

Valid driver’s license or other Government issued ID.
Additional Industry Standard Certifications preferred

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to regularly communicate either by speaking or listening. The employee is required to sit for long periods of time and use their hands to handle or control. Occasionally, it may also include physical tasks that require substantial movements like reaching out for things. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job includes close vision.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The employee is occasionally exposed to moving mechanical parts; and risk of electrical shock. The noise level in the work environment is usually moderate.

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