Bilingual IT Support Tech I

SBM Offshore•McClellan Place, CA

20d•$24 - $27

About The Position

Job Overview Provides first line end-user IT support to SBM employees, both locally and remotely. Responsibilities include answering support phone calls and tickets for multiple IT supported services and environments including desktop, mobile devices, networks, telephony, applications, access, and general use questions. Responsible for working through and directing end users towards our helpdesk-ticketing queue. Responsible for escalating tickets that cannot be solved directly or directing to the correct process as required. Roles & Responsibilities To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.

Requirements

Associate (2-year) degree, with a technical major, such as computer science, or two years related experience and/or training; or equivalent combination of education and experience
May be required to have a valid driver’s license
Basic knowledge of Microsoft products, laptop computers, and mobile devices.
Basic knowledge of enterprise computing environments and concepts (E.g. Active directory, networking)
Basic knowledge of basic computer administration tools and processes (E.g. Remote-control software)
Fundamental understanding of an operating system
As systems are changed and upgraded it is required to stay current on knowledge of the environment being supported
Excellent customer support skills

Nice To Haves

CompTIA A+ or equivalent preferred

Responsibilities

Provide first level support for IT related problems as the first line of contact into IT using technical knowledge and remote support tools to assist.
Manage ticket queue triaging & assignment in coordination with higher tier technicians, other IT teams, or other departments.
Investigate, document, and attempt resolution of incidents related to systems, access, or application issues, including OS, MS Office, or other SBM supported internal applications.
Investigate, document, and facilitate resolution of requests related to systems, access, licensing, or general IT requests in liaising for other IT teams.
Provide end user training & guidance in self-service, best practices, applications, and operating system fundamentals.
Configure hardware, devices, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements; participate in the PC Imaging process for desktops and laptops.
Log all support interactions and maintain operational procedures as detailed in internal documentation, SOPs, and policies.
On-call and after-hours maintenance participation may be required.