Level 1 Service Desk Analyst - Bilingual English/Spanish Required at Randstad USA

job summary:

Serve as a service desk analyst for Randstad Technologies, working in our service desk and providing level 1 IT support to our customers by phone support and remote connection. Support provided will be Level 1 service desk, but we do require some previous VPN, RDP and workstation experience or training.

 
location: Plano, Texas
job type: Contract
salary: $19 - 20 per hour
work hours: 9am to 6pm
education: High School
 
responsibilities:

Required Skills -

Helpdesk

Customer Service

Ticket Documentation

strong Communication

Self Sufficient

Job Duties -

- Collaborate with internal IT teams and/or Customer in a timely manner

- Lead transition of support incidents to escalation teams and/or customer

- Leverage IT Service Management workflow tool for incident and service request handling, tracking, and reporting- Provide Software Support for defined standard and customer-specific software applications

- Solve customers' technical issues. This will include issues with Windows 2019 server, (Windows10) desktop/laptops, and smart devices

- Provide day-to-day support for user endpoints including, but not limited to, desktops, laptops, printers, mobile devices, client applications, RDP, Citrix as well as standard software applications.

- Take phone calls from customers, interpret problems and record details in our ticketing system

- Monitor ticketing queue, resolve support requests, and record incident resolutions in ticketing system

- IT administration duties, as assigned.

- Provide Proactive Support Services

- Assist with producing knowledge base articles

Job Requirements -

- Must have experience troubleshooting Windows-based desktops and mobile computers, including hardware (component isolation and testing), network and software issues (Windows 10 & Windows 11). iOS and Android Device Support a plus

- Experience with Microsoft Office suite or equivalent including Microsoft Outlook (Email Client), Word, Excel, .etc.

- Experience or transferable skills or training with Windows Server on Azure, Intune, Cloud services a plus

- Familiar with email and knowledge of or willingness to learn administration with Microsoft Exchange

- Have good understanding of internet networking, especially web, e-mail, VPN, RDP, and general firewall configuration and administration a plus

- Other helpful (not required) knowledge: SQL Server, corporate antivirus software, Microsoft Teams, Microsoft SharePoint, Backup Software, Zoom Phone, End-user training

- Ability to work flexible hours as needed.

Desired Skills & Experience -

Ability to communicate clearly and effectively to customers and coworkers with a wide range of technological skill levels.

Ability to work well with a team.

Computer and web browser troubleshooting experience.

Ticketing experience

Reliable

Punctuality

 
qualifications:

• Experience level: Entry Level
• Minimum 5 years of experience
• Education: High School

 
skills:

Helpdesk

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).

This posting is open for thirty (30) days.