What are the responsibilities and job description for the IT Helpdesk - Spanish Native position at Nextgen Information Services?
Location: Conyers, GA
Language Requirement: Spanish (Required)
Position Overview
Seeking a Bilingual (Spanish/English) IT Help Desk Analyst to provide Tier 1 technical support to internal employees and external customers. The role involves handling a high volume of calls, troubleshooting common IT issues, managing support tickets, and delivering excellent customer service in a call center environment.
Key Responsibilities
- Answer incoming help desk calls and provide technical support.
- Troubleshoot issues related to:
- Microsoft Outlook
- Microsoft Office Suite
- Windows 7 and Windows 10
- Basic hardware and connectivity problems
- Create, update, and manage support tickets.
- Escalate unresolved issues to Tier 2 support, vendors, or management.
- Monitor ticket queues and follow up until issues are resolved.
- Assist external customers with:
- Website access issues
- Password resets
- Online account management
- Mobile Driver''s License (mDL) support
- Document issues, resolutions, and customer interactions.
Required Qualifications
- Spanish language proficiency (speaking and assisting customers).
- Minimum 2 years of IT Help Desk/Desktop Support experience.
- Experience supporting Microsoft Outlook, MS Office, Windows 7, and Windows 10.
- At least 6 months of customer service or call center experience.
- Knowledge of Apple iOS devices.
- Strong communication and problem-solving skills.
Preferred Education
- Vocational/Technical Degree in Computer Applications, Computer Technology, or a related field.
Ideal Candidate
- Has both IT Help Desk and Call Center experience.
- Comfortable handling a high volume of calls.
- Strong customer service skills.
- Experienced with ticket management and issue escalation.
- Able to communicate effectively in both English and Spanish.
Must-Have Skills
✔ Bilingual Spanish/English
✔ IT Help Desk Support (2 years)
✔ Call Center Experience
✔ Windows 7/10 Support
✔ Microsoft Outlook & Office Support
✔ Ticket Management
✔ Apple iOS Knowledge
✔ Customer Service Skills
Salary : $20