Desktop Support Specialist - Level II - Bilingual

The Level II Help Desk Technician will provide advanced technical support to our internal customers, ensuring a seamless and efficient IT environment. The ideal candidate will exhibit strong problem-solving skills, extensive technical knowledge, and excellent communication abilities. They will be responsible for resolving more complex issues across all IT platforms while demonstrating excellent customer service. They must be able to work independently, but still be able to demonstrate team collaboration across a multi-site IT support structure. Bilingual in English and Spanish is required.

Job Responsibilities

• Mindset : Cultivate and promote a growth mindset within the IT team, encouraging continuous learning, innovation, and adaptability.
• Customer Service : Model excellent customer service by clearly communicating the solution to the end user while demonstrating patience and empathy.
• Mentoring : Provide guidance to less senior technicians, helping to enhance their technical skills.
• Problem Resolution : Diagnose and resolve complex technical issues, including software, hardware, and network problems.
• Incident Management : Handle incidents and service requests within the Zendesk Ticketing system, ensuring timely resolution and compliance with SLA performance metrics.
• System Administration : Perform advanced tasks in Active Directory, Exchange, and File Administration.
• Network Support : Assist in managing and troubleshooting network-related issues, including RDS / Terminal Services remote access.
• Security : Identify and mitigate security threats, including phishing and malware, using various cybersecurity tools. Assist with remediating high-risk vulnerabilities.
• Documentation : Create and update technical documentation, knowledge base articles, and standard operating procedures.
• Project Support : Assist with IT projects, including deployments, migrations, and upgrades.
• Hardware, OS and Software : Install, configure, and troubleshoot more complex hardware and software issues (SAGE, Paperless). In depth knowledge of Windows 10 / 11 operating systems.
• Mobile Device Management (MDM) : Configure, manage, and support mobile devices (smartphones, tablets) across various platforms (iOS, Android) using Mobile Device Management (MDM) solutions.
• Remote Support : Provide remote support for multiple locations and occasionally conduct site visits, which may include overnight stays. Local travel to other branch locations within 3-20 miles as needed.
• Availability : Provide weekend or after-hours support as needed.

Necessary Skills & Experience

Perks & Pluses

Join an elite team of IT professionals who have a proven technical track record for superior customer service. At Gothic Landscape, the customer comes first, and a successful team member will go above and beyond to ensure the IT needs of the company are met.

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