Bilingual Technology Specialist

The Technology Specialist serves as the first point of contact for employees experiencing technical issues. This role is responsible for troubleshooting and providing support for hardware, software, network, and application-related concerns, including password resets, through phone, email, and chat. The position requires accurate documentation of incidents, escalation of complex issues to higher-level IT teams, and adherence to service level agreements (SLAs) while maintaining high standards of customer service. Strong candidates will have technical knowledge, be customer oriented and patient, to assist a remote work from vehicle workforce.

ESSENTIAL DUTIES:

• Act as the first line of support for employees facing technical issues.
• Perform password resets and assist with account access issues.
• Accurately document issues, resolutions, and escalation details in the ticketing system.
• Escalate complex or unresolved problems to appropriate IT teams.
• Ensure compliance with SLAs and company IT policies.
• Maintain high-quality customer service and technical support standards.
• IT onboarding for new employees including training for new users, setup, and deployment of hardware.
• Responsible for complex diagnosing/troubleshooting of hardware issues.
• Responsible for independently identifying and implementing process improvement and efficiencies.
• Responsible for independent projects, including:
  
  
  
  • Requirements gathering and needs assessments for projects & implementations.
  • Project management, implementation and execution (including communications planning.)
  • Involvement in large yearly IT projects.
  
  
  
  
• Conduct routine maintenance on systems and devices at scheduled intervals to ensure optimal performance and reliability.
• Additional IT support responsibilities as assigned by leadership.

QUALIFICATIONS:

• Associates degree in related computer science field or equivalent experience; bachelors degree preferred
• 1-3 years' experience as an IT Service desk technician/technical support role.
• Ability to explain technical concepts to non-technical users with approachability and empathy.
• Experience with software installations, hardware repairs and troubleshooting hardware/software issues associated with level 1 & 2 IT support.
• Experience with remote support software including TeamViewer.
• Ability to prioritize and manage multiple support requests efficiently.
• Excellent communication, time management and organizational skills.
• Strong problem-solving skills.
• A+, Net+, Security+, MCP or ITIL certifications a plus.
• Bi-lingual English/Spanish.

TECHNOLOGY, EQUIPMENT & TOOLS:

• Proficient with standard office equipment i.e., computer, phones, scanner, fax and copier.
• Proficient with Microsoft Office including Microsoft Project and Visio.
• Experience with Active Directory & Azure environments a plus.

KNOWLEDGE, SKILLS & ABILITIES:

• Proficient customer relationship skills with the ability to communicate professionally with all levels of an organization.
• Able to gather customer requirements in hardware, software & systems.
• Possess technology leadership skills and proficient service delivery.
• Demonstrated project management skills.
• Ability to work independently on high cost, high visibility projects.
• Ability to problem solve and make effective decisions.
• Possess interpersonal skills and ability to work in a team environment.
• Ability to manage multiple concurrent projects and services.
• Demonstrated technical acumen and competency.

PHYSICAL DEMANDS AND WORK ENVIRONMENT: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, an employee must regularly stand, walk, sit for extended periods of time, reach and perform repetitive keystrokes. While performing the duties of this job, an employee must occasionally stoop, kneel, crouch, crawl, climb stairs and lift or move up to 25 pounds.

While performing the duties of this job, the employee is regularly exposed to an office environment.

The position requires occasional travel including overnights by ground and/or air transportation.

The position is a hybrid work environment, with four required office days per week.

COMPENSATION: $20 - $29.42/hour

Lewis Services regularly evaluates our compensation and benefit packages to ensure we remain competitive. Starting pay will be based on a candidate's experience, skills and education.