Job Description

SOSi is seeking a n experienced Help Desk Technician   to join our team in El Paso, TX.   The Help Desk Technician will be responsible for the support of Wordbridge, our Interpreter Services platform.   

• Mentor less experienced staff.  
• Track and report call volume and average time to resolution.  
• Responsible for fielding phone calls and emails and creating trouble tickets.  
• Provide total customer support service as single point of contact for Tier 1 and Tier 2 level tickets.  
• Provide phone support to users.  
• Serve as the initial point of contact for troubleshooting applications/software PC, and mobile phone problems.  
• Escalate tickets to the appropriate team .  
• Ensure all tickets are updated with accurate information.  
• Communicate technical issues and resolutions with clients .  
• Train and mentor clients as needed to ensure their success within the team.  

• High school diploma or equivalent.  

• Minimum of two (2) years of help desk/technical support experience.  
• Minimum of two (2) years Software Support: Microsoft OS, Office Suite and IBM Sametime.  
• Minimum of two (2) years Hardware Support: desktops, laptops, scanners, printers, mobile devices, etc..  
• Ability to work in fast -paced, rapidly changing environment.  
• Must be comfortable working with and troubleshooting the Microsoft series of operating systems and applications.  
• Excellent oral and written communication skills  
• Provide support in a mission critical environment.

• Normal office working conditions.  
• Requires periods of non-traditional hours including consecutive nights or weekends when necessary.  

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