Overview

SOSi is seeking an 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.

Essential Job Duties

• 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.

Minimum Requirements

• High school diploma or equivalent.

• Minimum of two (2) years of help desk/technical support experience.

• Minimum of two (2) yearsSoftware 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.

Work Environment

• Normal office working conditions.

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

Working at SOSi

All interested individuals will receive consideration and will not be discriminated against for any reason.

SOSi is an equal employment opportunity employer and affirmative action employer. All interested individuals will receive consideration and will not be discriminated against on the basis of race, color, religion, sex, national origin, disability, age, sexual orientation, gender identity, genetic information, or protected veteran status. SOSi takes affirmative action in support of its policy to advance diversity and inclusion of individuals who are minorities, women, protected veterans, and individuals with disabilities.