Entry Level Bilingual (Spanish/English) Helpdesk Specialist, San Antonio
Patriot LLC, San Antonio, TX, United States
Bilingual Service Desk Analyst I
will be able to communicate fluently in English and Spanish to serve as the first point of contact for our Company and our customers’ day-to-day IT related requests in a 24/7/365 call center environment. This position could support one, or both, of the client’s TSD (Technical Service Desk) tier 1 or ASD (Account Service Desk for Automated Commercial Environment (ACE) application) tier 2 environments providing Analyst I level support.
Primary job functions include providing high level customer service to resolve all first level IT related issues, isolating problems, determining and implementing solutions as well as diagnosing and dispatching to additional support staff. Qualified candidates must be self‑motivated, organized, and have strong customer service skills. This position handles requests for support relating to the remote access and repair of personal computers, printers, servers, related systems and access to these systems.
Responsibilities
Provide remote technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to email messages, web inquiries, and/or phone calls for customers seeking help.
Log all requests into the Government tracking system (Remedy).
Add new users to the network, specify directory structures and system access, reset passwords, troubleshoot network usage and peripheral issues, resolve LAN connectivity issues, and maintain LAN and internet connections.
Troubleshoot hardware and software problems, assist users with desktop applications, and provide user training.
Utilize support applications to track user requests from trouble ticket generation to resolution.
Escalate problems to other network or system support personnel when a problem is not easily identified and corrected in a timely manner.
Provide first‑level telephone, email, and web support for computer systems, which may include software, hardware, and telecommunication systems.
Follow up with customers to ensure the issue has been resolved.
Gain feedback from customers about computer usage.
Run reports to determine malfunctions that continue to occur.
Knowledge and Skills
Strong customer service focus.
Excellent listening skills.
Working knowledge of basic hardware and software systems.
Working knowledge of Microsoft products such as Outlook, Word, Excel, etc.
Basic remote troubleshooting skills and use of remote troubleshooting applications.
Detail oriented and well organized.
Ability to multitask.
Self‑motivated.
Multilingual (Spanish, English) a plus.
Education and Work Experience
High School Diploma or equivalent.
Certificate in Computer or IT related area of study or equivalent preferred.
One to two years of industry experience, support center or helpdesk preferred.
MCSA (Microsoft Certified Systems Administrator) preferred.
A+ Certification preferred.
Clearance Requirement Must pass a DHS/CBP background investigation.
Location This position will be based at the customer site in San Antonio, TX.
Equal Opportunity and Legal Notices Patriot, LLC is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
Patriot, LLC is committed to a drug‑free workplace. The Company conducts pre‑employment, reasonable cause, random and contract‑mandated testing in accordance with federal and state law.
As required by Executive Order 14042, government contractor employees are required to be fully vaccinated against COVID‑19 regardless of the employee’s duty location or work arrangement, subject to such exceptions as required by law. If selected, you will be required to be vaccinated and submit documentation of proof of vaccination by November 24, 2021 or before beginning work if after that date.
Company website: http://www.patriotllc.net/
Company address: 9520 Berger Road Suite 212 Columbia MD 21046
#J-18808-Ljbffr
will be able to communicate fluently in English and Spanish to serve as the first point of contact for our Company and our customers’ day-to-day IT related requests in a 24/7/365 call center environment. This position could support one, or both, of the client’s TSD (Technical Service Desk) tier 1 or ASD (Account Service Desk for Automated Commercial Environment (ACE) application) tier 2 environments providing Analyst I level support.
Primary job functions include providing high level customer service to resolve all first level IT related issues, isolating problems, determining and implementing solutions as well as diagnosing and dispatching to additional support staff. Qualified candidates must be self‑motivated, organized, and have strong customer service skills. This position handles requests for support relating to the remote access and repair of personal computers, printers, servers, related systems and access to these systems.
Responsibilities
Provide remote technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to email messages, web inquiries, and/or phone calls for customers seeking help.
Log all requests into the Government tracking system (Remedy).
Add new users to the network, specify directory structures and system access, reset passwords, troubleshoot network usage and peripheral issues, resolve LAN connectivity issues, and maintain LAN and internet connections.
Troubleshoot hardware and software problems, assist users with desktop applications, and provide user training.
Utilize support applications to track user requests from trouble ticket generation to resolution.
Escalate problems to other network or system support personnel when a problem is not easily identified and corrected in a timely manner.
Provide first‑level telephone, email, and web support for computer systems, which may include software, hardware, and telecommunication systems.
Follow up with customers to ensure the issue has been resolved.
Gain feedback from customers about computer usage.
Run reports to determine malfunctions that continue to occur.
Knowledge and Skills
Strong customer service focus.
Excellent listening skills.
Working knowledge of basic hardware and software systems.
Working knowledge of Microsoft products such as Outlook, Word, Excel, etc.
Basic remote troubleshooting skills and use of remote troubleshooting applications.
Detail oriented and well organized.
Ability to multitask.
Self‑motivated.
Multilingual (Spanish, English) a plus.
Education and Work Experience
High School Diploma or equivalent.
Certificate in Computer or IT related area of study or equivalent preferred.
One to two years of industry experience, support center or helpdesk preferred.
MCSA (Microsoft Certified Systems Administrator) preferred.
A+ Certification preferred.
Clearance Requirement Must pass a DHS/CBP background investigation.
Location This position will be based at the customer site in San Antonio, TX.
Equal Opportunity and Legal Notices Patriot, LLC is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
Patriot, LLC is committed to a drug‑free workplace. The Company conducts pre‑employment, reasonable cause, random and contract‑mandated testing in accordance with federal and state law.
As required by Executive Order 14042, government contractor employees are required to be fully vaccinated against COVID‑19 regardless of the employee’s duty location or work arrangement, subject to such exceptions as required by law. If selected, you will be required to be vaccinated and submit documentation of proof of vaccination by November 24, 2021 or before beginning work if after that date.
Company website: http://www.patriotllc.net/
Company address: 9520 Berger Road Suite 212 Columbia MD 21046
#J-18808-Ljbffr