Security Finance

  • Bilingual Help Desk Level 2

    Job Locations US-SC-Spartanburg
    Posted Date 3 weeks ago(5/7/2018 4:31 PM)
    Requisition ID
    2018-1555
    Type
    Regular Full-Time
  • Overview

    Under moderate supervision, the bilingual help desk support 2 technician provides technical, hardware, software, and moderate operational support for Company-maintained computer systems and services for branch, home office, and mobile company personnel in Spanish and English.

    Responsibilities

    • Provides remote Level 2 technical, hardware, software, and moderate operational support in English and Spanish
    • Receives initial and referred incoming contacts and calls from field and home office personnel regarding system or operational related problems and/or service requests
    • Resolves moderately complex problems requiring system and technical knowledge and delivers services to meet internal customer expectations and needs
    • Records key information of reported incidents into Incident (case) Management System
    • Determines additional routing of reported cases to other Help Desk levels and/or supporting departments as needed
    • Informs management of recurring problems and/or deficiencies
    • Performs as needed, the electronic setup of branch data and software for new office locations, merged offices, etc.
    • Performs quality assurance testing and assessment of new software
    • Prompt and regular attendance is required

    Qualifications

    • 1 years of experience in a help desk environment
    • Good verbal and written communication skills, in English and Spanish
    • Ability to work professionally with others in stressful situations
    • Ability to work flexible hours
    • Working knowledge of computer based systems, tools, and processes
    • Working knowledge of company business processes, policies, and procedures
    • Ability to troubleshoot and assist with installation of hardware remotely
    • Computer literate

     

    This is an office position that consistently operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer. Requires the ability to communicate verbally and in writing. This position consistently operates a standard telephone.

     

    2 year technical school degree or equivalent
    Related certifications or education a plus

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