Help Desk Technicians - English and Bilingual - Spanish

Role overview Provide first-line IT help desk support to students, faculty, staff, and other campus users. The role focuses on diagnosing common technology problems, documenting each interaction, and escalating issues that need further investigation while delivering clear, courteous service.

Responsibilities - Respond to requests by phone, email, chat, or in person and provide timely Tier 1 support. - Troubleshoot common account, password, hardware, software, printing, network, and classroom technology issues. - Create accurate tickets for customer interactions and prioritize requests using established service procedures. - Coordinate with IT colleagues on unresolved issues and escalate problems when needed. - Follow approved knowledge base guidance and report gaps or suggested updates. - Review activity reports and assist users with their personal technology where possible.

Requirements - High school diploma or equivalent. - At least one year supporting computer hardware, software, peripherals, servers, printers, scanners, or classroom audiovisual equipment. - Strong customer service, communication, problem-solving, and teamwork skills. - Ability to explain technical concepts to users with varied levels of experience and follow written and verbal procedures. - Familiarity with help desk tools, databases, and remote control software; willingness to learn new systems. - Ability to work independently from a private, secure home workspace with reliable internet, and to meet the assigned schedule.

Nice to have - Professional IT certifications such as CompTIA A+ or Network+, Microsoft certifications, or similar. - Spanish bilingual support capability for the weekday shift.

Benefits and work setup - English support schedule: Tuesday–Saturday, 8:30 a.m.–5:30 p.m. Eastern. Spanish bilingual schedule: Monday–Friday, 10:00 a.m.–7:00 p.m. Eastern. - Work may be remote or at client sites. Full-time and part-time consulting arrangements are described; full-time employees may receive benefits and professional development opportunities.