Bilingual IT Help Desk Specialist (English/Spanish)

Orioninnovation; Orlando (FL); On-site; USD 40,000 - 56,000; Full time

Job summary

Orion Innovation is seeking a Bilingual IT Help Desk Customer Service Representative in Tampa, FL. You will support employees in the Field and Scientific divisions via phone, ticket, or chat inquiries and resolve issues with First Level Resolution in mind.

Responsibilities include handling calls/chats, documenting tickets, and using a knowledge base to resolve inquiries. Strong bilingual skills and Windows/web app support are required.

Qualifications

• Bilingual English/Spanish with fluent speaking, reading and writing abilities.
• Minimum of 2 years Help Desk experience.
• Excellent Customer Service skills.
• Experience with call center telephony and ticket systems (Remedy, ServiceNow, Salesforce).
• Experience supporting applications running on Windows operating system.
• Experience supporting web-based applications.
• Strong analytical skills and troubleshooting ability.
• Flexible for shifts between 7am and 7PM Monday–Friday.

Responsibilities

• Answer incoming calls and tickets, route to appropriate groups, and set end-user expectations.
• Handle chats within department SLA and provide updates to end users.
• Use Knowledgebase to address inquiries and draft articles for knowledge gaps.
• Create and document tickets in the ticketing system (ServiceNow).
• Escalate complex problems to next level support when needed.
• Perform duties beyond listed responsibilities as required.

Skills

Bilingual English/Spanish

Help desk experience

Customer service

Call center telephony

Ticketing systems

Windows support

Web applications

Analytical skills

Flexible hours

Tools

Remedy

ServiceNow

Salesforce

Job description

Orion Innovation is seeking a Bilingual IT Help Desk Customer Service Representative in Tampa, FL. You will support employees in the Field and Scientific divisions via phone, ticket, or chat inquiries and resolve issues with First Level Resolution in mind.

Responsibilities include handling calls/chats, documenting tickets, and using a knowledge base to resolve inquiries. Strong bilingual skills and Windows/web app support are required.