Operating Company: Spark
Location: Mexicali,Baja California,MX
Date Posted: June 19, 2024
Req Number: R5020076
**Essential Duties and Responsibilities**
- Demonstrates Customer Service & Troubleshooting skills with composure and professionalism in-person, on the phone, and in writing.
- Maintain the confidentiality in the information that is handled when the request are made and support is given.
- Documents issues and requests into the help desk ticketing system then either resolves or escalates to the appropriate resource.
- First level troubleshooting of laptops, desktops, servers, network related or attached systems.
- Listens and responds to customer needs.
- Uses critical thinking to resolve customer issues.
- Recommends or performs minor remedial actions to correct problems.
- Maintain Active directory user account and security consistency.
- Escalate and redirect help desk Incidents to the appropriate technical resources.
- Installation and maintenance of Windows based PC/Laptops in an enterprise environment.
- Configure/Troubleshoot and install laptops, workstations, scanners, printers, faxes, mobile phones, iPads and all technology-based peripherals physically and remotely.
- Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.
- Installing software patches as needed and eradicating spyware/viruses.
- Performs department standard preventive maintenance and repairs.
- First level helpdesk support
- Use discretion to prioritize and complete end user requests for support.
- Develop, quote, and purchase computer configurations based on individual's request.
- Create and maintain detailed documentation.
- Most support requests are resolved independently.
- Manage and maintain local IT inventory.
- Provides local employee training classes.
- Configure and install VOIP phones.
- Participates in local project related tasks.
- Patching local data drops.
- Performs other duties as assigned.
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**Competencies**:
Sense of Urgency: IT issues usually start at the IT help desk. Must understand and direct the team to address issues by the required SLA timeline. There are times where critical business functions depend on IT products and services working as soon as possible. Communication: There are always multiple activities and projects working simultaneously where clear and concise communication is necessary to avoid confusion. Customer Focus: The IT Helpdesk and Tech Support team exists to support our customers, the internal computer users. We will provide the level of service that insures as little down time as possible for the business. Teamwork: The IT team consists of several local and remote resources where a team atmosphere is of the utmost importance to be able to work as one group spread out across North America. Soft Skills
- The ability to engage customers verbally in a professional manner. Self-Starter - The ability to be sufficiently motivated or ambitious to start a new task or project independently.
**Job Requirements**:
**Qualifications**:
- Demonstrates proficiency of Help Desk Analyst II duties
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
**Education/Experience**:
Bachelor's Degree or equivalent from four-year College; or four years related experience and/or training; or equivalent combination of education and experience.
**Language Ability**:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, reference materials and procedure manuals. Ability to write reports and correspondence. Ability to speak effectively before groups. Speak English between 75-100%
**Math Ability**:
**Reasoning Ability**:
Ability to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists.
**Computer Skills**:
To perform this job successfully, an individual should have knowledge of troubleshooting a PC environment, Internet software, spreadsheet and word processing software, operating systems, advanced knowledge of computers, networking and peripheral hardware.
**Certificates, Licenses, Registrations**:
Desirable but not required MCSE, A+, Network +, CCNA
**Supervisory Responsibilities**:
This job has no supervisory responsibilities.
**Work Environment**:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
**Physical Demands**:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While per