Customer Service Technician 2 - Help Desk Bilingual (Spanish)

Essential Duties and Responsibilities: - Responsible for responding to telephone calls, emails, and personnel requests for technical support. - Identify, research, and resolve technical problems. - Promote a high level of customer satisfaction through proper telephone techniques, and respond with the appropriate amount of urgency to user problems. - Provide hardware support of laptops such as installing replacement hardware or upgrading hardware. - Support software/hardware on equipment such as; scanners, copiers, printers, monitors, and other peripherals. - Assign username, password. and access right permissions for multiple proprietary applications, as well as client software.

Job-Specific Essential Duties and Responsibilities: - Responsible for responding to telephone calls, email and personnel requests for technical support. - Identify, research and resolve technical problems. - Document, track and monitor problems to ensure timely resolution. - Assist in tracking help desk calls pertaining to application, networking, and systems problems and issues. - Promote a high level of customer satisfaction through proper telephone techniques, and respond with the appropriate amount of urgency to user problems. - Correct application issues, solve network and security problems and identify common PC software and hardware problems. - Provide hardware support of PCs and laptops, such as installing replacement hardware or upgrading hardware. - Support software/hardware on equipment such as scanners, copiers, printers, monitors and other peripherals. - Assign user-name, password and access right permissions for multiple proprietary applications, as well as client software Job-Specific Minimum Requirements: - Must have a minimum of 6 months’ of production experience in the BOSC program. - Must be Bilingual (Spanish) - Diagnose, resolve, and follow up on issues relating to various user concerns - Provide remote support and resolve issues for users whom may be at remote offices or home office users - Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manual(s) and procedures, or on-line documentation repository - Assist in troubleshooting advanced technical issues within the network and telecommunications environments - Assist in providing support to project managers to integrate and transition projects or new technology efforts to the production support environment - Assist in maintaining software and workstation image management, including the use of image deployment software to perform imaging tasks for workstations - Identify areas deserving attention in the technical support environment, and consult with management - Ensure tickets are accurately documented and resolved in a timely manner - Work within the team framework created by management and work with team members on assigned projects - Work tasks as assigned which include but not limited to email, chat, ticketing system, and all applicable queues. - Handles customer support requests that cannot be solved by Tier 1. - Forward support requests not resolved by Tier 2 as required by following established procedures. Minimum Education requirement: - High School diploma or equivalent with 2 - 4 years of experience. - Years of Required Work-Related Experience: 2 - 4 years of experience - Required Certifications: NA Preferred Skills and Qualifications: - May have additional training or education in area of specialization - Knowledge of and the ability to monitor logs and scheduled events, as well as report on problems and anomalies - Experience with and/or ability to use call center telephony equipment - Experience in customer support or call center support - Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio and Project) - Government experience preferred - Strong verbal and written communication skills - Strong analytical and problem-solving skills - Ability to follow processes, procedures, and guidelines to ensure