HCLTech hiring Bilingual Help Desk Analyst Job in United States

Overview

We are seeking a skilled Help Desk Analyst to join our team and provide technical support to our employees. The ideal candidate will have a strong technical background and excellent problem-solving skills.

Basic Purpose:

The Help Desk analyst will diagnose and resolve complex problems via remote means, which may involve hardware, packaged software, peripheral equipment, and proprietary software.

The analyst is accountable for meeting Individual and team Key Performing Indicators as well as handling high-severity issues within established timeframes.

Duties

• Respond to help desk tickets and provide technical support to end-users
• Troubleshoot and resolve hardware, software, and network issues
• Install, configure, and maintain computer systems and software
• Assist with user account management in Active Directory
• Collaborate with IT teams to escalate complex issues
• Document troubleshooting steps and resolutions

Qualifications / Education

• Strong background in use of Help Desk tools, processes, procedures, and environment, including call tracking software (Service Now, Five9, QLS)
• Excellent analytical, problem-solving, customer service and communication (written and verbal) skills.
• 1-3 years of strong customer service and technical support experience
• Knowledge of Help Desk Best Practices and attainment of certification from appropriate Help Desk Institutes
• Degree (AA / BS / BA) in computer related field. (Desired)
• Demonstrated knowledge of PC operating systems, networking architecture, hardware and peripheral device configurations and connectivity methods.
• Basic knowledge of Internet browsers, remote access / communication packages.
• Ability to identify basic components of data and voice networks.
• Ability to use the core products in the MS Office Suite.
• Strong ability to work through complex problems and provide efficient and effective solutions.
• Proven ability to deliver a high level of quality customer service.

Job Type: Full-time

Pay: $24.00 – $26.44 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Weekends as needed

Education:

• Associate (Preferred)

Experience:

• Help desk: 2 years (Required)

Language:

• Spanish (Required)
• English (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)

Work Location: Remote