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Service Desk Specialist (Bilingual-English/Spanish)

This is a consultancy role with the potential for hire. Our partner is a North America-based, international construction services company and is a leading builder in diverse market segments.

Candidate Profile:

  • Post 9/11 Veteran-honorably discharged or currently serving in the National Guard / Reserve OR
  • Recent college graduate with a degree in a program related to the field
  • High School Diploma/GED
  • Availability to work full-time

Position Description

Troubleshoot and resolve a range of technology related problems experienced by end users in utilization of IS hardware and software.

Responsibilities:

  • Respond to incoming service calls and support requests via email submitted by internal and external users
  • Escalate Tier II and above computer utilization issues for the organization's global user base
  • Identify and report trends observed by the service desk for potential issues/risks to the IS environment
  • Document tickets and maintain IS knowledge base library
  • Report and analyze service desk metrics
  • Participate in the rollout of new systems to establish support procedures as it relates to the service desk
  • Train and mentor HQ Support Technicians, BU IS and end users
  • Compose and publish knowledge based articles related to common issues observed by the service desk for user base and IS staff
  • Contribute to continuous improvement efforts that foster customer service excellence for all of Turner’s technology users
  • Provide after-hours rotational support as the “on call” service desk specialist to Turner’s end users

Qualifications:

  • Bilingual (English/Spanish)
  • Bachelor's degree in computer science, computer information systems or related field and minimum of 1 year of work experience or an equivalent combination of education and experience.
  • Experience with troubleshooting and ticketing systems preferred
  • Customer service experience
  • Desktop\systems support experience preferred
  • Knowledge of Active Directory
  • Experience with Windows 7, Windows 8.1 and Windows 10
  • Knowledge of Microsoft operating system, Office 365, MS Exchange, and Microsoft Office applications
  • Experience with Office 2010/2013/2016 support
  • Knowledge of mobile device support
  • Understanding of malware/spyware/anti-virus software
  • Able to effectively operate in a multi-tasking environment
  • Possess strong interpersonal and communication skills in a professional and effective manner via phone and email

Duration:

  • Full-Time

Salary:

  • $17.00/Hour

Location:

  • Dallas, TX

About WOS
Founded in 2005, Workforce Opportunity Services (WOS) is a leading 501(c)(3) nonprofit committed to developing the skills of untapped talent from underserved and veteran communities through partnerships with organizations dedicated to diversifying their workforce. Utilizing a scientifically-based model derived from research conducted at Columbia University, we recruit, educate, train, and place high-potential candidates with leading organizations around the world. To date, WOS has served 3,800+ individuals through partnerships with more than 60 corporations in 40+ locations worldwide. For more information, visit wforce.org