Bilingual Help Desk Technician

{
  "content_hash": "16a269657b57d9786f5657b53b3b9d66447d17adf167b34b8d9714fb011c82dc",
  "source_hash": "fe4e8a0b7d59a7f5986c6054679275eb47b88521b01fa48c71058e58d1303025",
  "last_changed_at": "2026-05-29T07:07:14.971Z",
  "active_status": "active"
}

{
  "language": "en",
  "location": {
    "raw": "Remote",
    "city": null,
    "region": null,
    "country": "United States",
    "is_remote": true,
    "confidence": 0.9
  },
  "salary_max": null,
  "salary_min": null,
  "inferred_at": "2026-06-06T19:06:49.569Z",
  "launch_scope": {
    "reason": "english_us_canada",
    "included": true,
    "language": "en",
    "location": {
      "raw": "Remote",
      "city": null,
      "region": null,
      "country": "United States",
      "is_remote": true,
      "confidence": 0.9
    },
    "countries": [
      "United States"
    ]
  },
  "remote_policy": "remote",
  "salary_period": null,
  "workplace_type": "remote",
  "salary_currency": null
}

{}

{
  "lists": [
    {
      "text": "Essential Job Duties:",
      "content": "<div>\n<ul style=\"margin-bottom: 0in; margin-top: 0px;\">\n<li style=\"margin: 0in 0in 0in 0px; line-height: 120%; font-size: 11pt; font-family: Calibri, sans-serif; color: #44546a;\"><span style=\"font-size: 10.0pt; line-height: 120%; font-family: 'Segoe UI', sans-serif; color: windowtext;\">Serve as the primary point of contact for students, faculty, and staff contacting the IT Help Desk, providing Tier 1 support for issues in a timely and professional manner.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; background: #f9f9f9; line-height: 120%; font-size: 11pt; font-family: Calibri, sans-serif; color: #44546a;\"><span style=\"font-size: 10.0pt; line-height: 120%; font-family: 'Segoe UI', sans-serif; color: black;\">Troubleshoot and resolve Tier 1 issues, such as password resets and account management, and other issues supported by knowledgebase articles.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; background: #f9f9f9; line-height: 120%; font-size: 11pt; font-family: Calibri, sans-serif; color: #44546a;\"><span style=\"font-size: 10.0pt; line-height: 120%; font-family: 'Segoe UI', sans-serif; color: black;\">Follows established ITIL priority matrix to evaluate and prioritize service requests in alignment with department standards and escalate complex issues when necessary.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; background: #f9f9f9; line-height: 120%; font-size: 11pt; font-family: Calibri, sans-serif; color: #44546a;\"><span style=\"font-size: 10.0pt; line-height: 120%; font-family: 'Segoe UI', sans-serif; color: black;\">Creates accurate and detailed tickets based on every customer encounter.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; background: #f9f9f9; line-height: 120%; font-size: 11pt; font-family: Calibri, sans-serif; color: #44546a;\"><span style=\"font-size: 10.0pt; line-height: 120%; font-family: 'Segoe UI', sans-serif; color: black;\">Collaborates with IT staff to resolve and manage unresolved tickets in the IT ticket tracking system.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; background: #f9f9f9; line-height: 120%; font-size: 11pt; font-family: Calibri, sans-serif; color: #44546a;\"><span style=\"font-size: 10.0pt; line-height: 120%; font-family: 'Segoe UI', sans-serif; color: black;\">Utilizes and adheres to knowledge base articles to resolve issues. Identifies and reports gaps and makes contributions to the knowledge with approval by the Director.</span></li>\n\n</ul></div>"
    },
    {
      "text": "Additional Responsibilities:",
      "content": "<div>\n<ul style=\"margin-bottom: 0in; margin-top: 0px;\">\n<li style=\"margin: 0in 0in 0in 0px; line-height: 120%; font-size: 11pt; font-family: Calibri, sans-serif; color: #44546a;\"><span style=\"font-size: 10.0pt; line-height: 120%; font-family: 'Segoe UI', sans-serif; color: windowtext;\">Provides effort troubleshooting, when possible, in assisting users’ issues with user owned technology.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; background: #f9f9f9; line-height: 120%; font-size: 11pt; font-family: Calibri, sans-serif; color: #44546a;\"><span style=\"font-size: 10.0pt; line-height: 120%; font-family: 'Segoe UI', sans-serif; color: black;\">Generate and review activity reports.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; background: #f9f9f9; line-height: 120%; font-size: 11pt; font-family: Calibri, sans-serif; color: #44546a;\"><span style=\"font-size: 10.0pt; line-height: 120%; color: black;\">Other duties, as assigned.</span></li>\n\n</ul></div>"
    },
    {
      "text": "Required Skills/Abilities: ",
      "content": "<div>\n<ul style=\"margin-bottom: 0in; margin-top: 0px;\">\n<li style=\"margin: 0in 0in 0in 0px; line-height: 120%; font-size: 11pt; font-family: Calibri, sans-serif; color: #44546a;\"><span style=\"font-size: 10.0pt; line-height: 120%; font-family: 'Segoe UI', sans-serif; color: windowtext;\">Ability to quickly diagnose and resolve technical issues.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; background: #f9f9f9; line-height: 120%; font-size: 11pt; font-family: Calibri, sans-serif; color: #44546a;\"><span style=\"font-size: 10.0pt; line-height: 120%; font-family: 'Segoe UI', sans-serif; color: black;\">Ability to effectively communicate technical concepts with a variety of customer user types.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; background: #f9f9f9; line-height: 120%; font-size: 11pt; font-family: Calibri, sans-serif; color: #44546a;\"><span style=\"font-size: 10.0pt; line-height: 120%; font-family: 'Segoe UI', sans-serif; color: black;\">Ability to understand and follow oral and written instructions and protocols.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; background: #f9f9f9; line-height: 120%; font-size: 11pt; font-family: Calibri, sans-serif; color: #44546a;\"><span style=\"font-size: 10.0pt; line-height: 120%; font-family: 'Segoe UI', sans-serif; color: black;\">Ability to adhere to set schedules, meet deadlines, and cover shift patterns to provide the coverage needed for the client.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; background: #f9f9f9; line-height: 120%; font-size: 11pt; font-family: Calibri, sans-serif; color: #44546a;\"><span style=\"font-size: 10.0pt; line-height: 120%; font-family: 'Segoe UI', sans-serif; color: black;\">Ability to work with minimal supervision.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; background: #f9f9f9; line-height: 120%; font-size: 11pt; font-family: Calibri, sans-serif; color: #44546a;\"><span style=\"font-size: 10.0pt; line-height: 120%; font-family: 'Segoe UI', sans-serif; color: black;\">Ability to work in-person, onsite at the client’s location and occasionally remotely in a dedicated, private, secure space with reliable internet access.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; background: #f9f9f9; line-height: 120%; font-size: 11pt; font-family: Calibri, sans-serif; color: #44546a;\"><span style=\"font-size: 10.0pt; line-height: 120%; font-family: 'Segoe UI', sans-serif; color: black;\">Working knowledge of help desk software, databases, and remote control</span></li>\n<li style=\"margin: 0in 0in 0in 0px; background: #f9f9f9; line-height: 120%; font-size: 11pt; font-family: Calibri, sans-serif; color: #44546a;\"><span style=\"font-size: 10.0pt; line-height: 120%; font-family: 'Segoe UI', sans-serif; color: black;\">Strong interpersonal and customer service skills.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; background: #f9f9f9; line-height: 120%; font-size: 11pt; font-family: Calibri, sans-serif; color: #44546a;\"><span style=\"font-size: 10.0pt; line-height: 120%; font-family: 'Segoe UI', sans-serif; color: black;\">Strong problem-solving and critical-thinking skills.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; background: #f9f9f9; line-height: 120%; font-size: 11pt; font-family: Calibri, sans-serif; color: #44546a;\"><span style=\"font-size: 10.0pt; line-height: 120%; font-family: 'Segoe UI', sans-serif; color: black;\">Strong teamwork skills to help other technical support workers.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; background: #f9f9f9; line-height: 120%; font-size: 11pt; font-family: Calibri, sans-serif; color: #44546a;\"><span style=\"font-size: 10.0pt; line-height: 120%; font-family: 'Segoe UI', sans-serif; color: black;\">Flexibility to work a variety of shifts with minimal notice.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; background: #f9f9f9; line-height: 120%; font-size: 11pt; font-family: Calibri, sans-serif; color: #44546a;\"><span style=\"font-size: 10.0pt; line-height: 120%; font-family: 'Segoe UI', sans-serif; color: black;\">Willingness to learn new technologies and systems.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; background: #f9f9f9; line-height: 120%; font-size: 11pt; font-family: Calibri, sans-serif; color: #44546a;\"><span style=\"font-size: 10.0pt; line-height: 120%; font-family: 'Segoe UI', sans-serif; color: black;\">Willingness to learn and work in a team environment.</span></li>\n\n</ul></div>"
    },
    {
      "text": "Minimum Qualifications:",
      "content": "<div>\n<ul style=\"margin-bottom: 0in; margin-top: 0px;\">\n<li style=\"margin: 0in 0in 0in 0px; line-height: 120%; font-size: 11pt; font-family: Calibri, sans-serif; color: #44546a;\"><span style=\"font-size: 10.0pt; line-height: 120%; font-family: 'Segoe UI', sans-serif; color: windowtext;\">High school diploma or equivalent.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; background: #f9f9f9; line-height: 120%; font-size: 11pt; font-family: Calibri, sans-serif; color: #44546a;\"><span style=\"font-size: 10.0pt; line-height: 120%; font-family: 'Segoe UI', sans-serif; color: black;\">A minimum of one-year related experience in supporting personal computer hardware, software, peripherals, servers, printers, scanners, and classroom audiovisual technology.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; background: #f9f9f9; line-height: 120%; font-size: 11pt; font-family: Calibri, sans-serif; color: #44546a;\"><span style=\"font-size: 10.0pt; line-height: 120%; font-family: 'Segoe UI', sans-serif; color: black;\">Written and spoken Spanish and English fluency.</span></li>\n\n</ul></div>"
    },
    {
      "text": "Preferred Qualifications:",
      "content": "<div>\n<ul style=\"margin-bottom: 0in; margin-top: 0px;\">\n<li style=\"margin: 0in 0in 0in 0px; line-height: 120%; font-size: 11pt; font-family: Calibri, sans-serif; color: #44546a;\"><span style=\"font-size: 10.0pt; line-height: 120%; font-family: 'Segoe UI', sans-serif; color: windowtext;\">Professional IT certifications such as CompTIA ITF+, A+, Network+, Server+, MCP, etc.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; background: #f9f9f9; line-height: 120%; font-size: 11pt; font-family: Calibri, sans-serif; color: #44546a;\"><span style=\"font-size: 10.0pt; line-height: 120%; font-family: 'Segoe UI', sans-serif; color: black;\">Associate’s degree or bachelor’s degree in computer science or a related field</span></li>\n<li style=\"margin: 0in 0in 0in 0px; background: #f9f9f9; line-height: 120%; font-size: 11pt; font-family: Calibri, sans-serif; color: #44546a;\"><span style=\"font-size: 10.0pt; line-height: 120%; font-family: 'Segoe UI', sans-serif; color: black;\">2-5 years of related desktop experience</span></li>\n\n</ul></div>"
    }
  ],
  "country": "US",
  "createdAt": 1778782354120,
  "updatedAt": null,
  "categories": {
    "team": "Current Openings-Client Delivery",
    "location": "Remote",
    "commitment": "Full-Time Employee",
    "department": "Current Openings",
    "allLocations": [
      "Remote"
    ]
  },
  "salaryRange": null,
  "workplaceType": "remote"
}