Job Title: Desktop Support Technician Job Type: Contract; 12 months contract Location: Los Angeles, CA (100% Remote role)JOB DESCRIPTION: Fluent in Spanish 1. Technical Skills: Proficiency in hardware, software, and networking
- Device types: Bluebird, Zebra, iOS
Experience with operating systems:
- Remedy
- Zabbix
- Maquetador DAM
- Device Lifecycle: CMDB and Remedy Asset Manager
- Power BI
Knowledge of common software applications (MS Office, Google Workspace).
2. Problem-Solving Skills: - Strong analytical and troubleshooting abilities.
- Ability to diagnose and resolve technical issues efficiently.
- Experience in providing technical support and customer service.
3. Communication Skills: - Ability to read, write and speak in Spanish.
- Excellent verbal and written communication skills.
- Ability to explain technical concepts to non-technical users.
- Strong listening skills to understand and address user concerns.
4. Time Management: - Ability to prioritize tasks and manage time effectively.
- Experience in handling multiple support requests simultaneously.
5. Team Collaboration: - Ability to work independently and as part of a team.
- Experience in collaborating with other IT professionals and departments.
6. Documentation Skills: - Proficiency in maintaining detailed records of support activities and solutions.
- Ability to create user guides and documentation such as a FAQ.
7. Expectations: - Filter and assign new tickets daily from dashboard
- Update each ticket, new and aged, with notes of daily progress until closure or ticket transfer
- Decrease number of aged tickets while simultaneously working new tickets
- Proactive collaboration using Teams channels among colleagues to advance ticket closure
- Consistent daily follow up with stores to drive ticket closure
PURPOSE: To assist in daily tasks of the IT Department. Mainly store's handheld devices.
KEY RESPONSIBILITIES :
- Assets management
- Configuration of store's handheld devices: PDAs, iPods, iPads, etc.
- Reception and evaluation of inbound packages.
- Maintain inventory status updated (CMDB).
- Maintain a healthy stock of repaired devices by processing RMAs in a timely manner.
- Provide technical support to our stores (this may be in person, over the phone or MS Teams)
- Walk store staff through steps to help them resolve technical problems.
- Responding in a timely manner to incidents and requests. Mainly for handheld devices.
- Prioritize and manage many open cases at one time.
EXPERIENCE AND QUALIFICATIONS: - Previous experience in IT Support Helpdesk (preferred but not required).
- Experience with Microsoft OS W10 and MS Office 365 Suite (preferred but not required).
- Experience with iOS and Android OSto San Francisco and Las Vegas)
SKILLS AND ATTITUDES: - IT knowledge.
- Able to work autonomously with high levels of initiative.
- Fluent in English (knowledge of Spanish Language is a plus).
- Good communication and interpersonal skills.
- Highly organized and prioritization skills.
- Ability to work in a fast-paced environment under pressure.
- Strong customer service ethos.
- Excellent organizational skills.