Bilingual - Technical Support Analyst- Jasper TX

Provalus; Jasper (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

Provalus is seeking a full-time Help Desk Analyst to provide Tier 1 & 2 support for end users in a fast-paced environment. The role requires expertise with Microsoft products, Outlook/Office 365, and ServiceNow, and candidates must be fluent in English and Spanish.

Ideal candidates will work on-site in Jasper, TX, delivering professional customer service and ensuring timely ticket resolution aligned with client SLAs.

Qualifications

• 2+ years in a technical support or desktop support role.
• Experience delivering technical service to internal and external staff.

Responsibilities

• Provides on-site Tier 1 & 2 support to end users on a variety of issues.
• Maintains clear documentation, diagnostics, and status updates in the ticketing system.
• Performs technical diagnosis for hardware, software, and connectivity issues.
• Troubleshoots desktop application issues and provides solutions.
• Responds to escalated tickets from Tier I as needed.
• Manages tickets to closure in ServiceNow, ensuring SLA adherence.

Skills

Technical support

Customer service

Team collaboration

Outlook/Office 365

ServiceNow

Bilingual: Spanish & English

U.S. citizenship

Tools

ServiceNow

Windows OS

Job description

Provalus, part of the OPS brand, is changing the landscape in the technology solutions industry with our innovative go-to-market strategies. Provalus hires and develops the best and brightest talent in rural America to deliver technology and support services for Fortune 1000 companies.

At Provalus, we are uniquely "purpose-driven." We're elevating under-served communities by developing untapped talent in rural towns across the U.S. to deliver technology, business and support services to our clients. We are actively seeking a full-time Help Desk Analyst to join our growing organization and help further our mission.

This role will be responsible for providing Tier 1 & 2 support as needed to resolve end-user issues. Help Desk activities will encompass resolution of issues related software, hardware, mobile, and other applications as needed. The right candidate will have 2+ years of Technical Support experience within a client-facing environment.

Primary Responsibilities

• Provides on-site Tier 1 & 2 support to end users on a variety of issues.
• Help desk support deliverables include: initial problem determination, clear and concise documentation, diagnostics and information capture, resolution, customer status updates, elevate ticket requests to appropriate team members.
• Perform technical diagnosis and troubleshooting for users with hardware, software, and connectivity issues.
• Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution
• Responds to tickets escalated from Tier I as needed
• Successfully manage assigned ticket to closure utilizing ticketing system (ServiceNow)
• Follow-up with end-users to provide status updates per client guidelines (SLA's)

Qualifications

• 2+ years in a technical support role doing desktop support or experience working on a help desk
• Ability to deliver outstanding technical service for both internal and external staff in-person or over the telephone.
• Must have the ability to work independently and ability to collaborate as a team.
• Experience working with Microsoft products and heavy familiarity working with Outlook and Office 365 a must
• Service Now or related ticketing system experience a MUST
• Must be a U.S. Citizen
• Must be fluent in both Spanish and English