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Service Desk Agent(Spanish Speaking)
Ref No.: 18-08227
Location: Painted Post, New York

Job Title-Service Desk Agent(Spanish Speaking)
Location-Painted Post, NY 14870
Duration-12 Months contract+

Hours: 3PM - Midnight / Monday - Friday
No OT expected for this position
Spanish speaking

The IT Service Desk Agent will provide technical assistance and support for incoming requests and problems related to computer systems, software, hardware and infrastructure via a contact center based in the Corning Valley (USA). The candidate will possess an aptitude for working with Microsoft-based applications, with emphasis on Windows 7/10 and MS Office suites (2010/2013/2016). Candidates will rely on internal training, previous knowledge, and informed judgment to identify, diagnose, and resolve or route tickets accurately and in accordance with documented processes. Daily tasks include (but are not limited to):
oActive Directory Administration
oConfiguration & distribution of corporate mobile devices
oMicrosoft Exchange Server support & administration
oTroubleshooting Cisco VPN clients
oFacilitating Citrix connectivity
oRemediating Symantec Endpoint Protection
oDameware remote connection/utilization
oAltiris Deployment server utilization
oAsset management skills
oInternet Explorer and various browser(s) support
oInstallation/configuration of various Adobe products
oAccount migrations (within & cross-domain)
oPrinter/driver troubleshooting & installation
oServiceNow utilization
oCisco WebEx service support
oBox user administration

Additional responsibilities may include:
oDocumentation (records) management
oKnowledge base utilization
oCustomer scheduling/follow-ups
oEnd user incident/request escalations
oMulti-team interaction and/or technical roundtable participation
oApplication support

Performance is measured on a variety of key performance indicators, including First Call Resolve, SLA, and customer service. The successful candidate will provide excellent customer service and adhere to all service management principles, documented processes, and team guidelines. This role requires the ability to interact professionally with a diverse group of customers, team members, managers, and subject matter experts. The IT Service Desk Agent will take ownership of follow up status and communicate progress regularly to both their customers and leadership (when requested). Excellent communication skills, phone presence, organizational skills, and multitasking are necessary attributes to meet the expectations of the position.

**NOTE** The primary role of the IT Service Desk Agent is to restore service, NOT root cause analysis.

**NOTE** While this is an entry level position, the candidate's progress will be evaluated and they may be considered for future development opportunities within the Service Line and/or other organizations after the first year.

Candidate Must Have: Strong technical skills, customer service background, excellent communication skills, and the ability to multitask.