Desktop Support Technician (Bilingual in English & Spanish)

Job Description Below:-

Role: Desktop Support Technician

Job Description:

Must be located in the greater NY area, will need to travel into customer HQ on 5th Avenue in NYC for in-person meetings with IT team once or twice per month.

Must be able to support Pacific/West Coast hours.

Work will be mostly virtual/remote supporting West Coast stores, working hours will likely be in the range of 10 AM – 7 PM EST or 11 AM – 8 PM EST.

Note:- Someone who can read, write, and speak Spanish in addition to English.

EXPERIENCE AND QUALIFICATIONS:

• Experience with Microsoft OS W10 and MS Office 365 Suite (preferred but not required).
• Experience with iOS and Android OS

Technical Skills:

• Proficiency in hardware, software, and networking
• Device types: Bluebird, Zebra, iOS
• Toshiba

Experience with operating systems:

• Remedy, Zabbix, Power BI, Maquetador - DAM
• Device Lifecycle: CMDB and Remedy Asset Manager
• Knowledge of common software applications (MS Office, Google Workspace).

Expectations:

• Filter and assign new tickets daily from the dashboard
• Update each ticket, new and aged, with notes of daily progress until closure or ticket transfer
• Proactive collaboration using Teams channels among colleagues to advance ticket closure

Purpose:

To assist in daily tasks of the IT Department—mainly store 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.