Ensure proper recording, categorization, documentation, and closure of all tickets + Analyze the impact and urgency of customer's issues and prioritize appropriately + Recommend procedure modifications or improvements + Drive positive results in Customer Experience through timely responses and professional interaction + Demonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals and monthly team metrics + Preserve and grow your knowledge of Service Desk procedures, products, and services + May perform other job duties as directed by Team Lead or Service Delivery Leader **What You'll Need** Required: + Minimum 6-12 months' experience in a Service Desk role and/or technical support role + Minimum 6-12 months of customer service experience in a professional industry + High School Diploma or GED + **Bilingual in English and Spanish languages (both written and oral)** + Strong troubleshooting and documentation skills + Excellent customer service skills + Strong attention to detail and strong communication skills (both written and oral) + Excellent work ethic + Problem-solving skills + Solution driven + **Ability to work weekdays from 9:00am-5:30pm EST** Preferred: + Associate degree preferred in related field. **What You'll Do** + Provide General IT end-user support + Utilize excellent customer service skills and exceed customers' expectations + Interact via telephone, e-mail, chat, and one on one with customers to identify and diagnose technical issues and problems + Provide first level support including but not limited to: resetting passwords, troubleshooting hardware remotely (Laptops, iPads, Desktops, Printers, etc.), troubleshooting software (proprietary software and other applications utilized by the client), and other "how-to" questions + Properly escalate unresolved issues to the next level of support with strong supporting documentation + Following documented processes to resolve customer issues.