Help Desk Technician

Summary

Join Tech Holding as a Help Desk Technician and provide bilingual (Spanish/English) remote technical support. You will be the first point of contact for technical issues, ensuring timely resolution of incidents. Responsibilities include troubleshooting hardware and software problems, logging interactions in the ticketing system, escalating unresolved issues, and leveraging internal knowledge bases. You will monitor open tickets, follow up with users, and contribute to continuous improvement initiatives. The role requires strong customer service skills and the ability to explain technical concepts clearly. Tech Holding offers a remote opportunity with a collaborative team culture and opportunities for growth.

Requirements

• Associate’s or Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)
• Minimum 1 year of experience in a technical support/help desk role, ideally in a high-volume or customer-facing environment
• Strong proficiency in both English and Spanish (written and verbal communication)
• Experience with Windows 10, Mac OS, Microsoft Office Suite, and email clients like Outlook
• Familiarity with remote support tools such as LogMeIn, AnyDesk, or Remote Desktop
• Understanding of VPN, Wi-Fi connectivity, and basic networking concepts
• Knowledge of ticketing systems such as ServiceNow, Zendesk, or Freshdesk
• Must be available to work in Eastern Time (ET) zone
• Strong customer service orientation with a professional and empathetic demeanor
• Ability to explain technical concepts in simple, clear language to non-technical users
• Efficient multitasking and time management under shifting priorities
• Proactive attitude and willingness to take ownership of problems
• Willingness to work in a rotating shift schedule to support 24/7 operations
• Commitment to maintaining data confidentiality and security

Responsibilities

• Respond to incoming phone calls and ticket submissions
• Troubleshoot hardware and software issues related to automation systems, peripherals, and network connectivity
• Log all interactions, steps taken, and resolution outcomes in the ticketing system (e.g., ServiceNow)
• Escalate unresolved issues to higher-level support teams following defined SLAs
• Leverage internal knowledge bases and SOPs to ensure consistent, accurate resolutions
• Monitor open tickets, follow up with users, and ensure customer satisfaction throughout the support process
• Contribute to continuous improvement initiatives, including documentation updates and process enhancements

Preferred Qualifications

• Experience supporting hardware in retail, hospitality, or restaurant environments
• Familiarity with IoT devices, kiosks, or robotics-based systems is a plus

Benefits

• Remote opportunity with collaborative team culture
• Exposure to cloud-first environments and modern DevOps tooling
• Opportunities for growth and cross-functional impact
• Dynamic and fast-paced engineering environment