Help Desk Technicians - English and Bilingual - Spanish

RemoteFull-Time Employeemid

Customer SupportIt Support Specialist

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Requirements Summary

Bi-lingual Spanish: 10:00 a.m.-7:00 p.m. EST, Monday-Friday English: 8:30 a.m.-5:30 p.m. EST, Tuesday-Saturday Serve as the primary point of contact for students, faculty,

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Customer SupportIt Support Specialist

CampusWorks is seeking Helpdesk Technicians-English and Bi-lingual-Spanish to join our team. Reporting to the Director, Help Desk Center of Excellence, these roles serve as the first point of contact for the students, faculty, staff, and campus community members at our partner institutions. The Helpdesk Technicians provide first-tier troubleshooting for software, hardware, classroom technology, printing, network connectivity, and policy-related issues, delivering solutions in a friendly and professional manner.

Responsibilities include diagnosing and resolving technical issues through phone, email, chat, or in-person support, coordinating with relevant departments, and other assigned duties. These positions offer an opportunity to bring your passion for technology and commitment to process improvement to enhance operations while expanding your technical skills. With a positive attitude and strong communication skills, you will play a critical role in ensuring a seamless experience for users and fostering a collaborative and efficient support environment.

Shift Requirements:

Bi-lingual Spanish: 10:00 a.m.-7:00 p.m. EST, Monday-Friday

English: 8:30 a.m.-5:30 p.m. EST, Tuesday-Saturday

Serve as the primary point of contact for students, faculty, and staff contacting the IT Help Desk, providing Tier 1 support for issues in a timely and professional manner.
Troubleshoot and resolve Tier 1 issues, such as password resets and account management, and other issues supported by knowledgebase articles.
Follows established ITIL priority matrix to evaluate and prioritize service requests in alignment with department standards and escalate complex issues when necessary.
Creates accurate and detailed tickets based on every customer encounter.
Collaborates with IT staff to resolve and manage unresolved tickets in the IT ticket tracking system.
Utilizes and adheres to knowledge base articles to resolve issues. Identifies and reports gaps and makes contributions to the knowledge with approval by the Director.

Provides effort troubleshooting, when possible, in assisting users’ issues with user owned technology.
Generate and review activity reports.
Other duties, as assigned.

Ability to effectively communicate technical concepts with a variety of customer user types.

Ability to quickly diagnose and resolve technical issues.

Ability to understand and follow oral and written instructions and protocols.

Ability to adhere to set schedules, meet deadlines, and cover shift patterns to provide the coverage needed for the client.

Ability to work with minimal supervision.

Ability to remotely in a dedicated, private, secure space with reliable internet access.

Working knowledge of help desk software, databases, and remote control

Strong interpersonal and customer service skills.

Strong problem-solving and critical-thinking skills.

Strong teamwork skills to help other technical support workers.

Flexibility to work a variety of shifts with minimal notice.

Willingness to learn new technologies and systems.

Willingness to learn and work in a team environment.

High school diploma or equivalent.
A minimum of one-year related experience in supporting personal computer hardware, software, peripherals, servers, printers, scanners, and classroom audiovisual technology.

Professional IT certifications such as CompTIA ITF+, A+, Network+, Server+, MCP, etc.
Associate’s degree or bachelor’s degree in computer science or a related field
2-5 years of related desktop experience.

At CampusWorks, we don't just help our clients succeed; we help our employees succeed. Competitive pay, robust benefits for full-time employees, and professional development opportunities are a few of the many reasons that CampusWorks is a great place to build your career.

Requirements

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Founded in 1999, CampusWorks is dedicated to helping higher education overcome business and technological challenges that stand in the way of student success and completion. We work with community colleges, technical colleges, four-year public and private institutions, multi-college districts, and statewide higher education systems to tackle problems big and small. Our services are rooted in systems thinking and reach across the institution—from Student Services to Human Resources to Finance to Academics—to achieve transformative results.

Want to learn more about life at CampusWorks? Visit https://www.campusworksinc.com/about/ to see how we empower Higher Education to reach its full potential

At CampusWorks, we kindly request that you please refrain from submitting blind submissions or resumes/CVs on behalf of recruitment agencies. To ensure a smooth and effective collaboration, we would like to inform you that any candidates sent to us without a signed agreement in place will regrettably not be accepted or considered as a submission.

CampusWorks, Inc. provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.

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