Bilingual IT Support - Level 1 (English- Spanish)

Job Summary and Mission

The IT Support Associate will be responsible for the design, implementation, maintenance, and support of user technology to include but not limited to desktops, printers, phones, cellular phones, and copiers. The IT Support Associate is also responsible for the maintenance and support of user-based applications. The IT Support Associate coordinates call canter activity and assigns tasks to the proper Level 1 or Level 2 support personnel depending on the skills needed to solve the incident. The IT Support will

be point of contact to all employees in need of technical support so strong communication skills and a high-level of professionalism is required.

Main Accountabilities Include

• Design, Documentation, Research and development, testing, implementation, or modification of

user technology based on user and system specification.

• Provide telephone and on-site user support in accordance with IT service level agreements.

• Manage Support queue for proper deployment of resources.

• Manage and maintain operational support activities, such as escalation procedures and service levels.

• IT hardware and software assets management.

• Communicates all IT Outstanding issues to the IT manager on daily basis.

• Perform other duties as assigned.

Qualifications and Experience

• High technology aptitude, a consistently constructive attitude, and strong customer service mentality.

• Vendor management experience.

• Excellent communication skills and client-service orientation.

• Operating Systems Administration, Applications Administration, Backup technology and network experience.

• Familiarity with escalation procedures and service level agreements.

• Ability to work well with all levels of management, staff, and clients.

• Ability to travel on operational requirements

• Dependable, reliable, and responsible in fulfilling obligations

• Ability to read, write and speak fluent English

• Must pass pre-employment medical and drug test, ability to lift up to 35 lbs

Professional Standards

• Respectful, supportive, and friendly approach

• Clear and honest communication

• Passionate and driven

• Flexible and understanding of changing priorities and situations

• Punctual and reliable

• Confident and focused

Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions 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 frequently required to look at a computer, stand, walk, sit, use hands to finger, handle or feel objects, tools, or controls; reach with arms, climb or balance; and talk or hear.

Employee may also engage in moving office supplies which involves lifting, bending, and stooping. The employee may

occasionally lift and/or move up to 35lbs