What are the responsibilities and job description for the Help Desk Analyst position at Techgene Solutions?
Job Title: IT Help Desk Technician (Bilingual Spanish)
Location: Conyers, GA 30013
Job Type: Full-Time / Contract
About the Role
We are seeking a dedicated and customer-focused IT Help Desk Technician to provide first-level technical support to end users. The ideal candidate will have hands-on experience troubleshooting Microsoft technologies, managing support tickets, and delivering excellent customer service in a fast-paced help desk environment. Bilingual Spanish-speaking candidates are strongly preferred.
Key Responsibilities
- Provide technical support to users via phone, email, and ticketing systems.
- Troubleshoot and resolve issues related to Microsoft Outlook, MS Office, Windows 7/10, and Active Directory.
- Monitor help desk ticket queues and ensure timely assignment, escalation, and resolution of incidents within established SLA requirements.
- Install, configure, and perform minor repairs on computer hardware, software, and peripheral devices.
- Respond to user inquiries regarding computer systems, software applications, and hardware operations.
- Document support activities, resolutions, and troubleshooting procedures.
- Coordinate with internal IT teams and external vendors to resolve complex technical issues.
- Maintain a high level of customer service and professionalism while supporting end users.
Required Qualifications
- Vocational/Technical Degree in Computer Applications, Computer Technology, or a closely related field from an accredited institution.
- Minimum 2 years of Help Desk/Desktop Support experience.
- Hands-on experience supporting:
- Microsoft Outlook
- Microsoft Office Suite
- Windows 7 and Windows 10
- Active Directory
- Experience managing ticket queues and escalating issues to meet SLA requirements.
- Experience installing, configuring, and troubleshooting hardware and software.
- Strong verbal and written communication skills.
- Bilingual in Spanish and English (Required).
- Minimum 2 years of IT Help Desk Call Center experience.
Preferred Skills
- Strong problem-solving and troubleshooting abilities.
- Experience with ITSM/ticketing tools.
- Ability to prioritize multiple tasks in a fast-paced support environment.
- Excellent customer service and interpersonal skills.