Bilingual Desktop Support Specialist

CEIs Fortune 400 Client is a National Leader in Commercial insurance and they are adding a Bilingual Desktop Support Specialist to their team in Irving, TX.

• 4 Days per week onsite (Fridays are remote)
• Must be currently local to Irving, TX
• 6-month contract to hire position

Primary Duties & Responsibilities:

• Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.
• Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements.
• Train and mentor other team members on best practice solutions, etc.
• On-call Rotation (PIC).
• Troubleshoot local printer problems and coordinates maintenance for printers.
• Lead team projects, while continuing to balance day to day role.
• Identify and Research incident correlations and escalate accordingly.
• Identify and Communicate to team new ways to improve our quality of service.
• Act as a liaison on behalf of the BEST Team to identify and document new first level support opportunities from other IT organizations.
• Provide complex and unique technical troubleshooting assistance to customers across business units.
• Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements.

Minimum Qualifications:

• Minimum of 4 years’ experience resolving end users’ hardware and software issues in an IT environment.
• Working knowledge of Windows 7, Windows 10, Microsoft Office Suite, Active Directory, VPN, Citrix, VDI, networking and remote tools.
• Minimum of 4 years of demonstrated experience with IT Service Management tools, with a strong preference for Service Now.
• Bilingual service in English/Spanish a real plus.
• Dedication to customer service.
• Problem solving skills including triage and rapid decision making.
• Ability to logically adapt in any customer service scenario.
• Ability to manage to resolution a severe and pervasive outage.
• Undergraduate degree in an Information Technology discipline or equivalent combination of education and work experience.
• Minimum of 4 years of demonstrated working knowledge of Microsoft Exchange environment.
• Minimum of 4 years of demonstrated working knowledge of Active Directory administration.
• Minimum of 4 years of demonstrated working knowledge of networking monitoring tools and basic troubleshooting.
• Minimum of 4 years of demonstrated working knowledge of CISCO telephony and associated troubleshooting.
• Microsoft Certified Professional, A+, and Net+ certifications are preferred.

$26-28 / HR

About CEI:

As a trusted technology partner, CEI delivers solutions that help our customers transform their business and achieve meaningful results. From strategy and custom application development through application management - our technology and digital experience services are tailored to meet each unique need of our customers. Our staffing solutions bring specialized skills to complement our customers' workforce and project requirements.

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