Bilingual IT Support Analyst

SUMMARY :

The IT Support Analyst's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Work schedule : Monday- Friday 8am-5pm

JOB QUALIFICATIONS :

• 3 years equivalent work experience.
• Certifications in A+, CompTIA Network +, MCDST preferred but not required.
• Knowledge of basic computer hardware, including workstations, laptops, printers, copiers, wireless technologies, handheld scanners, thermal printers, smartphones, VOIP.
• Experience with desktop and server operating systems, including Windows 10 Professional, Windows 11 Professional, MacOS X.
• Extensive application support experience with MS Office Suite, Oracle.
• Working knowledge of a range of diagnostic utilities, including Putty, Wireshark, VNC, RDP.
• Familiarity with the fundamental principles of a validated computer environment.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Strong customer service skills and keen attention to detail.
• Proven analytical and problem-solving abilities.
• bility to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Highly self-motivated and directed.
• Must be fluent in English and Spanish language skills.

POSITION RESPONSIBILITIES :