Bilingual Tech Support Analyst (Spanish/English)

Excellent opportunity to join a leading firm in Baltimore, MD as a full time employee.  Candidates must be fluent in Spanish/English.  In addition, we can accept recent college grads as long as they have some work experience in tech support and/or A+ (or equivalent) certification.This is a temp-to-perm position so it is full time, permanent work after 3 months of consulting.DUTIES AND RESPONSIBILITIES • Perform routine tasks as they concern the overall operation of the helpdesk and support of employees, which includes but is not limited to: o Communicate and document issues as they pertain to essential support and service using the Service Management System. o Monitor assigned and open tickets to seek fast resolutions o Review all open tickets for update and resolution on a daily basis. o Document, execute, and resolve the customer's issues based upon current service response and resolution times. (Service Level Agreements) o Monitor all pertinent support queues to ensure work is moving in a timely and reasonable pace. Take appropriate action by notifying responsible parties of any potential bottlenecks, potential service level agreement failures, and breech of Helpdesk service policies and procedures. o Accurately escalate tickets by assigning to appropriate groups and following associated protocol. o Use all available resources to resolve each reported problem within the current Service Level Agreement. • Support applications such as, but not limited to, Lotus Notes email, Microsoft Office products, Windows operating systems 2000, 2003, XP applications, low-level network issues and other in-house applications as required. • Perform workstation support functions related to the technical support of the employees and authorized users of the network and resources. Includes workstation configuration and installation and system update maintenance.. • Performs miscellaneous job-related duties as assigned. KNOWLEDGE, SKILLS AND ABILITIES REQUIRED: • Ability to recognize and respond quickly to critical matters • Strong troubleshooting and problem solving skills • Ability to work in a team environment • Ability to prioritize tasks • Ability to troubleshoot applications and hardware in a methodical and rational manner • Ability to think logically and abstractly • Beginning/Intermediate understanding and familiarity of Microsoft operating systems • Beginning/Intermediate understanding and familiarity of the MS Office Suites • Ability to quickly learn new technical concepts, ideas, and theories • Communication skills (oral and written) • Ability to follow instructions EDUCATION: Educational level is usually achieved through a secondary education or a degree in a business school, trade school or an associate degree or equivalent experience. The typical incumbent in this position should be able to read instructions, policies, and directions and to understand more complicated thoughts communicated in writing. Incumbents should express themselves clearly when writing directions, assignments, and policies. At a minimum, the successful incumbent will be able to do arithmetic such as percents and fractions. EXPERIENCE: Typically, this position requires a degree in Information Technology or equivalent technical training and certifications and 1 year of demonstrated employment experience in a related industry. Training may consist of a course taken in secondary school or in a trade school, but experience would likely be gained from "on-the-job" working with their supervisor or other employee. Examples of certifications: A+ Core, Network+, or Helpdesk Analyst. Company: Modis, Inc. Status: Full Time, Employee Location: Baltimore, MD 21202 Salary: 20.00 - 25.00 USD /hour Job Category: Customer Support/Client Care Career Level: Experienced (Non-Manager) Work Experience: 2+ to 5 Years