Help Desk Technician Job at SOS International LLC, El Paso, TX

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  • SOS International LLC
  • El Paso, TX

Job Description

Overview:

SOSi is seeking a n experienced Help Desk Technician   to join our team in El Paso, TX.   The Help Desk Technician will be responsible for the support of Wordbridge, our Interpreter Services platform.   

Responsibilities:
  • Mentor less experienced staff.  
  • Track and report call volume and average time to resolution.  
  • Responsible for fielding phone calls and emails and creating trouble tickets.  
  • Provide total customer support service as single point of contact for Tier 1 and Tier 2 level tickets.  
  • Provide phone support to users.  
  • Serve as the initial point of contact for troubleshooting applications/software PC, and mobile phone problems.  
  • Escalate tickets to the appropriate team .  
  • Ensure all tickets are updated with accurate information.  
  • Communicate technical issues and resolutions with clients .  
  • Train and mentor clients as needed to ensure their success within the team.  
Qualifications:
  • High school diploma or equivalent.  
  • Minimum of two (2) years of help desk/technical support experience.  
  • Minimum of two (2) years Software Support: Microsoft OS, Office Suite and IBM Sametime.  
  • Minimum of two (2) years Hardware Support: desktops, laptops, scanners, printers, mobile devices, etc..  
  • Ability to work in fast -paced, rapidly changing environment.  
  • Must be comfortable working with and troubleshooting the Microsoft series of operating systems and applications.  
  • Excellent oral and written communication skills  
  • Provide support in a mission critical environment.
Working Conditions:
  • Normal office working conditions.  
  • Requires periods of non-traditional hours including consecutive nights or weekends when necessary.  

Job Tags

Full time, Night shift,

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