POSITION PURPOSE: Service Desk Specialists provide day-to-day support regarding a variety of issues to our internal clients. Expected duties will include supporting our in-house developed applications, client training, and technical support via phone and e-mail. The Service Desk Support Specialist will demonstrate strong problem solving abilities and will be capable of proactively finding solutions to various problems and issues. Candidates must possess excellent English/Spanish bilingual communication and customer service skills with a great proven track record. SOFTWARE/HARDWARE KNOWLEDGE – PREFERRED: Exchange Mail & Outlook Client Citrix Receiver Mimecast or comparable spam filtering tool Office 2010 Intune or comparable MDM tool Sharepoint - On Premise or Cloud WinMagic or comparable laptop encryption software Sophos or comparable Antivirus software Samanage or comparable Service Desk software MS Win 7 and 10, MAC OSX Skype for Business MS SSCM 2012 Adobe Products Cisco VPN RDP & LogMein Docuphase/Scandocs document management system HP Laptops & Desktops Printers – Xerox, HP, Brother, Fargo iPhones/iPads – IOS 8 or higher SOFTWARE/HARDWARE KNOWLEDGE – A BIG PLUS: Citrix Xen APP MS Server 2016, 2012, 2008 Solar Winds/PRTG or comparable network/enterprise monitoring tools Cisco IP & VPN phones SecurePrint – Equitrac Cisco Network Software & Tools ESSENTIAL JOB DUTIES & RESPONSIBILITIES: Serve as the first point of contact for all desktop/laptop/mobile hardware, software, network, telecommunications and peripheral equipment issues via phone, desktop and remote tools Troubleshoot and resolve software, hardware, peripheral/mobile device, network connectivity, printing, telephony and corporate application issues, soliciting assistance from Senior Service Desk Specialists Perform initial program load and user-specific setup for standard desktop/laptop configurations Responsible for setting up, support and maintenance of in-house computer systems, desktops, laptops, mobile devices and peripherals Communicate the status of problems and resolutions to customers and managers Log issues and resolutions in the tracking system and follow up with users to ensure problems were fixed properly. Ensure accurate documentation of resolution information in the Help Desk knowledge management database. Provide user support for Microsoft Office products including Outlook, Excel, Word, Access, PowerPoint and Visio Keep peers and manager informed of trends, significant problems, and unexpected delays. Identify client issues or problems which may require changes to procedures, standards and systems perform other related duties as requested Work in a 24X7 environment. This position requires someone who can come in early, stay late and assist on weekends as the business requires. Participate in an on-call rotation which requires after hours and weekend coverage Fluent in English / Spanish (verbal/written) with technical/IT vocabulary PREFERRED MINIMUM QUALIFICATIONS: A+ Certification Network+ Certification College degree or equivalent work experience 3+ years of experience in a professional work environment supporting at least 300 +users in a technical support capacity (i.e. Service Desk, Call Center, or NOC) Experience supporting remote users is a must Superb Customer Service Skills Ability to triage issues and either fix or identify accountable party Extensive knowledge of PC configuration and Windows operating systems required Experience with Windows Family of Operating Systems and Microsoft Office products required Experience supporting remote access technologies such as VPN and Citrix preferred Experience with automated application deployment a plus Ability to work in a fast paced work environment Superb Organization skills Superb Prioritization skills Experience with disk level imaging solutions General knowledge of network operating systems and network topologies and protocols required Some knowledge of telecommunication systems and equipment Some knowledge supporting Adobe products. Strong troubleshooting and problem solving skills Excellent verbal and written communications skills Experience working in an environment with sensitive information Experience Assisting Senior Management members under pressure