Bilingual Service Desk Analyst

Aureon Consulting has an immediate need for a Bilingual Service Desk Analyst for a 12 month contract with a great client in Des Moines, Iowa.

PLEASE NOTE: POSITION REQUIRES A CANDIDATE WHO IS FLUENT IN SPANISH AND ENGLISH

NO 3RD PARTY INQUIRES - Local applicants only please, must be in Des Moines, Iowa at time of application.

***Relocation is not being considered at this time.***

Responsibilities:

• Provide exceptional customer service in all interactions.
• Identify, research, and resolve technical issues.
• Document, track, and monitor issues to ensure timely resolution.
• Offer hardware support for computers and mobile devices.
• Complete assigned tickets and tasks within the corporate ticketing system.
• Provide daily technical and operational assistance for personal computers, corporate software applications, networking, mobile devices, and other IT-related items.
• Support software and hardware on equipment such as scanners, copiers, printers, monitors, and other peripherals.
• Troubleshoot and perform in-depth diagnostics for Windows, Mac, and iOS devices.
• Reset passwords and multi-factor authentication and troubleshoot access management issues.
• Prioritize tickets based on department guidelines, considering impact and urgency.
• Serve as the single point of contact for phone calls and emails from employees regarding IT issues and inquiries.
• Provide updates to users via voicemail, email, text/chat, or in-person communication.
• Ensure technical documentation exists for all installations, problems, and issues, and create documentation where none exists.
• Collaborate with employees to resolve issues and improve processes in response to their needs, business, and executive requests, in accordance with IT policies.
• Provide daily technical and operational assistance with good judgment, attention to detail, persistence, and timeliness.
• Maintain subject matter expertise through on-the-job training, continuing education, workshops, or vendor conferences.
• Stay informed about current news and system information such as operating systems, industry changes, and share learned information formally.
• Send communications to update appropriate areas during service interruptions and monitor high-priority after-hours tickets, following up as required.
• Perform all other reasonable duties as assigned.

Requirements:

• MUST BE FLUENT IN SPANISH
• High school diploma or equivalent.
• Undergraduate degree in MIS, Computer Science, or equivalent is highly desired.
• CompTIA A and Network certification preferred.
• 1 years of experience in a Service Desk environment.
• 1 years of experience with Microsoft products, including Windows 10 and Microsoft Office.
• Working knowledge of Microsoft and Apple products.
• Strong customer service, troubleshooting, and problem-solving skills.
• Ability to lift and push/pull boxes or equipment weighing up to 50 pounds.
• Clear and precise communication skills, with the ability to obtain information quickly and accurately.
• Ability to communicate effectively with both technical and non-technical employees.
• Strong organizational skills, attention to detail, and multitasking abilities.
• Self-motivated, able to work independently, and manage time effectively while ensuring attention to detail.
• Ability to maintain relationships, interact professionally, demonstrate patience and control in difficult situations, and adapt to multiple demands and rapidly changing priorities.
• Willingness and ability to learn new tasks and tools quickly in a fast-paced environment.
• Ability to search for and identify solutions to problems.
• Ability to work in a fast-paced environment with regularly changing priorities and developing opportunities, both independently and as part of a team, while maintaining company standards.