Job Description
The IS Support Specialist 1 is responsible for being the primary point of contact for all technical requests from the company’s employees. The position is responsible for providing customer service and resolving or escalating a broad range of technical issues.
The role requires candidates to be fluent in both Spanish and English.
Responsibilities
- Respond to work order requests to computer equipment, mobile devices, printers, scanners, desk phones, and audio/video equipment under direct oversight by other team members
- Troubleshoot, resolve or escalate work orders for hardware and software errors through various communication channels such as; phone, email, direct messaging and in-person
- Document detailed information regarding work order requests and their resolution
- Coordinate with external vendor systems regarding warranty registration, purchases, returns and repairs
- Assist with maintaining inventory levels of all hardware equipment, software and software licenses
- Comply with all corporate and departmental privacy and data security policies and practices, including but not limited to, Hyland’s Information Systems Security Policy
Basic Qualifications
- High School diploma, or equivalent
- Required to complete vendor-specific certifications
- Organizational, multi-tasking, and time management skills
- Oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
- Critical thinking and problem solving skills
- Collaborative skills, applied successfully within team as well as with all levels of employees in other areas
- Sound business and technology acumen
- Able to thirve in a fast paced, deadline driven environment
- Attention to detail
- Ability to handle sensitive information with discretion and tact
- Ability to establish rapport and gain the trust of others; effective at gaining consensus
- Up to 5% travel time required
