IS Support Specialist (English & Spanish speaking)

The IS Support Specialist is responsible for being the primary point of contact for all technical requests from the company’s employees. The position is responsible for providing customer service and resolving or escalating a broad range of technical issues.

The role requires candidates to be fluent in both Spanish and English. 

• Respond to work order requests to computer equipment, mobile devices, printers, scanners, desk phones, and audio/video equipment under direct oversight by other team members
• Troubleshoot, resolve or escalate work orders for hardware and software errors through various communication channels such as; phone, email, direct messaging and in-person
• Document detailed information regarding work order requests and their resolution
• Coordinate with external vendor systems regarding warranty registration, purchases, returns and repairs
• Assist with maintaining inventory levels of all hardware equipment, software and software licenses
• Comply with all corporate and departmental privacy and data security policies and practices, including but not limited to, Hyland’s Information Systems Security Policy

• High School diploma, or equivalent
• Required to complete vendor-specific certifications
• Organizational, multi-tasking, and time management skills
• Oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
• Critical thinking and problem solving skills
• Collaborative skills, applied successfully within team as well as with all levels of employees in other areas
• Sound business and technology acumen
• Able to thirve in a fast paced, deadline driven environment
• Attention to detail
• Ability to handle sensitive information with discretion and tact
• Ability to establish rapport and gain the trust of others; effective at gaining consensus
• Up to 5% travel time required