What are the responsibilities and job description for the Bilingual Service Desk Support Analyst position at Palmer Group?
Job Details
Our West Des Moines client is seeking a Bilingual Service Desk Support Analyst for a long-term contract position. This role offers the chance to work with a dynamic team and contribute to a company that values employee ownership through its Employee Stock Ownership Plan (ESOP). If you are passionate about providing exceptional support and eager to be part of a collaborative environment, we invite you to apply!
Work model:
- On-Site
What you will do:
- Provide daily technical and operational assistance regarding the use of personal computers, corporate software applications, networking, mobile devices and apps, or other IT-related items
- Support software/hardware on equipment such as scanners, copiers, printers, monitors, and other peripherals
- Provide support for Windows/Mac/iOS devices, including troubleshooting and in-depth diagnostics
- Reset passwords and/or multi-factor authentication and troubleshoot access management issues
- Prioritize tickets based on department guidelines of incidents first, service requests second, and projects third, and considers impact and urgency when determining priority within each category
- Act as a single point of contact for phone calls and emails from employees regarding IT issues and inquiries
- Provide updates to users via voicemail, e-mail, text/chat, or in-person communication
- Verify that a technical document exists for all installations, problems, and issues, and create documentation in instances where no documentation exists
- Work closely with our employees to resolve issues and improve processes in response to their needs, business, and executive requests, and in accordance with IT policies
- Provide daily technical and operational assistance with good judgment, attention to detail, persistence, and timeliness.
What you will need to be successful:
- High school diploma or equivalent
- Bilingual strongly preferred
- An undergraduate degree in MIS, Computer Science, or equivalent is highly desired
- CompTIA A and Network certification is preferred
- 1 years of working experience in a Service Desk environment
- 1 years of working experience with Microsoft products, including Windows 10 and Microsoft Office
- Working knowledge of Microsoft/Apple-based products
- Strong customer service, troubleshooting, and problem-solving skills
- Must be able 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
- Must be available to work a flexible schedule, including nights and weekends, depending on on-call, system upgrades/issues, and/or other work
- Must have the ability to participate in on-call rotation, and act as the backup on-call or escalation point for other on-call Service Desk associates
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
