Help Desk Technician

SOSi is seeking an experienced Help Desk Technician to join our team in El Paso, TX.  The Help Desk Technician will be responsible for the support of Wordbridge, our Interpreter Services platform.  

• Mentor less experienced staff. 
• Track and report call volume and average time to resolution. 
• Responsible for fielding phone calls and emails and creating trouble tickets. 
• Provide total customer support service as single point of contact for Tier 1 and Tier 2 level tickets. 
• Provide phone support to users. 
• Serve as the initial point of contact for troubleshooting applications/software PC, and mobile phone problems. 
• Escalate tickets to the appropriate team. 
• Ensure all tickets are updated with accurate information.  
• Communicate technical issues and resolutions with clients. 
• Train and mentor clients as needed to ensure their success within the team. 

• High school diploma or equivalent. 

• Minimum of two (2) years of help desk/technical support experience. 
• Minimum of two (2) years Software Support: Microsoft OS, Office Suite and IBM Sametime. 
• Minimum of two (2) years Hardware Support: desktops, laptops, scanners, printers, mobile devices, etc.. 
• Ability to work in fast-paced, rapidly changing environment. 
• Must be comfortable working with and troubleshooting the Microsoft series of operating systems and applications. 
• Excellent oral and written communication skills 
• Provide support in a mission critical environment.

• Normal office working conditions. 
• Requires periods of non-traditional hours including consecutive nights or weekends when necessary. 

All interested individuals will receive consideration and will not be discriminated against for any reason.