Bilingual Help Desk Tech

Level II Help Desk Technician (Bilingual English/Spanish Required)

Onsite Position

The Level II Help Desk Technician provides advanced technical support to internal users, ensuring a secure, efficient, and reliable IT environment across the organization. This role requires strong analytical skills, broad technical expertise, and excellent communication abilities. The ideal candidate can work independently on complex issues while also collaborating effectively within a multi-site support structure.

The technician will handle escalated support requests, maintain a high standard of customer service, document solutions, and contribute to continuous improvement of IT processes. This position includes a significant focus on Mobile Device Management (MDM) for both iOS and Android environments. Bilingual fluency in English and Spanish is required.

Key Responsibilities

• Growth Mindset: Promote continuous learning, innovation, and adaptability within the IT team.


• Customer Service: Deliver exceptional support by clearly communicating solutions and demonstrating patience, empathy, and professionalism.


• Mentorship: Provide guidance to junior technicians to help strengthen their technical skillsets.


• Technical Troubleshooting: Diagnose and resolve advanced hardware, software, and network-related issues.


• Incident Management: Manage incidents and service requests within Zendesk, ensuring timely resolution and adherence to SLAs.


• Mobile Device Management: Configure, support, and maintain mobile devices (iOS and Android) using MDM tools such as MAAS360, Apple Business Manager, KNOX, and Intune. Serve as an internal subject matter expert.


• System Administration: Perform advanced tasks within Active Directory, Exchange, and file administration environments.


• Network Support: Assist with troubleshooting network connectivity, RDS/Terminal Services, and remote access technologies.


• Security: Identify and remediate security threats, including phishing and malware, and support vulnerability remediation efforts.


• Documentation: Create and maintain technical documentation, SOPs, and knowledge base articles.


• Project Work: Participate in IT projects, including upgrades, deployments, and migrations.


• Hardware & Software Support: Install, configure, and troubleshoot complex systems, including Windows 10/11 environments and specialized applications.


• Remote Support: Provide remote technical support to multiple sites and perform occasional onsite visits, including potential overnight travel. Local travel as needed.


• Availability: Provide after-hours or weekend support when required.

Required Skills & Experience

• Education: Bachelor's degree in Information Systems, Computer Science, or a related field (preferred), OR equivalent technical certifications.


• Experience: 3-5 years of relevant Help Desk or technical support experience.


• Technical Skills: Proficiency in Windows 10/11, Active Directory, Exchange, and standard network protocols.


• Communication: Strong written and verbal communication skills.


• Problem-Solving: Ability to troubleshoot complex issues with a customer-first mindset.


• Certifications: CompTIA A+, Network+, Security+, or Microsoft certifications (preferred but not required).


• Language Requirement: Bilingual fluency in English and Spanish.


• Physical Requirements: Ability to lift up to 50 lbs.

Benefits

• Medical, Dental, Vision, and FSA options


• 401(k) with company match


• Nine paid holidays per year


• Paid vacation and sick leave


• Opportunities for technical training and conference participation

Salary Range

$30-$32 per hour