Service Desk Technician – Bilingual Spanish/English (TIER 1) – 71087_9-5953

This job was posted by https://illinoisjoblink.illinois.gov : For more
information, please see:
https://illinoisjoblink.illinois.gov/jobs/12266443 Job Description

Summary

Provides support via phone, e-mail and chat for various PC hardware and
software applications.

THIS POSITION REQUIRES THE EMPLOYEE BE PROFICIENT IN ENGLISH &
SPANISH

Essential Duties and Responsibilities

– Provides support via phone, e-mail and chat to employees of
corporate clients.
– Assists users in troubleshooting Outlook.
– Provides support for Microsoft Operating Systems (Windows7, Windows
10).
– Provides support for Microsoft Office Products (Word, Excel,
PowerPoint, Office365).
– Provides support for mobile devices including configuration and
email sync.
– Handles 50-60 issues per day efficiently and appropriately.
– Maintains regular and punctual attendance.
– Utilizes Active Directory database to reset network passwords.
– Assists users in adding and changing network printers.
– Provides technical support for VPN connectivity issues.
– Controls users computers utilizing remote access tools.
– Troubleshoots remote access connectivity problems.
– Demonstrates and actively promotes an understanding and commitment
to the mission of Logicalis through performing behaviors consistent
with the organizations values.
– Maintains a working knowledge of applicable Federal, State, and
Local laws and regulations as well as policies and procedures of
Logicalis in order to ensure adherence in a manner that reflects
honest, ethical and professional behaviors.
– Supports and conducts self in a manner consistent with client
service expectations.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual should be able to
perform each essential duty satisfactorily. The requirements listed
below are representative of the knowledge, skill, and/or ability
required. Reasonable accommodations may be made to enable individuals
with disabilities to perform the essential functions.

Education/Experience/Technical Requirements/Certifications

Equivalent combination accepted.

Education

– Trade School Certificate or Associate Degree in related field.

Experience / Technical Requirements:

– 1 year experience in call center or service desk environment.
– Knowledge of various PC hardware and software applications
including:

– Operating Systems: Windows 7, Windows 10

– Office 365 Support

– User creations/terminations (tasks/requests)

– End-user self-service tools

– Cloud support – multiple device data syncing

– ServiceNow or other ticketing systems

– Word, Excel, PowerPoint, Office365, Outlook, Lotus Notes, etc.

– Internet Service Provider (ISP), Cable Modem, and Internet Support.

– Effective troubleshooting and documentation skills
– Experience navigating a knowledgebase
– Proficient use of Microsoft Office applications.

Certifications

– None

Other Skills and Abilities

– Strong technical and client interaction skills.
– Self-starter with excellent organizational, administrative and
interpersonal skills.
– Ability to follow through with tasks, projects, and troubleshooting
with minimal supervision.
– Excellent oral, written, technical, and business communication
skills.
– Ability to multi-task and work in fast paced environment.

Hardware & Software Requirements

To perform the duties of this role you are required to have a personal
smart phone with 2-factor authentication capabilities that can willfully
be used for work related tasks.

Physical Demands

The physical demands described here are representative of those that
should be met by an employee to successfully perform the essential
funct ons 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 constantly
required to sit, talk, see, hear, and use hands and arms. The employee
is frequently required to stand; move about, climb steps or balance and
stoop, kneel, crouch, or crawl. The employee may occasionally lift
and/or move up to 10 pounds.

The above statements describe the general nature and level of work being
performed by individuals assigned to this classification. This is not
intended to be an exhaustive list of all responsibilities and duties
required of personnel so classified.

Logicalis is an Equal Opportunity Employer. It is our policy to employ
people who are qualified by reason of education, training, experience,
and demonstrated performance. We value diversity and inclusion at our
company. We do not discri