**Experienced Hybrid Bilingual IT Help Desk Customer Service Representative – Multichannel Support Specialist for Field and Scientific Divisions**

Are you a highly motivated and customer-focused individual with a passion for delivering exceptional IT support? Do you have a flair for languages and a knack for troubleshooting complex technical issues? If so, we invite you to join our dynamic team as a Hybrid Bilingual IT Help Desk Customer Service Representative – Multichannel Support Specialist for Field and Scientific Divisions. **About Us** Our company is a leading provider of innovative solutions in the Field and Scientific industries. We pride ourselves on our commitment to delivering world-class IT support to our clients, and we're seeking a talented individual to join our Specialty Service Desk team. As a Hybrid Bilingual IT Help Desk Customer Service Representative, you will play a critical role in ensuring that our clients receive the highest level of service and support. **Key Responsibilities** As a Hybrid Bilingual IT Help Desk Customer Service Representative, you will be responsible for delivering exceptional IT support to our clients across multiple channels, including: * Handling incoming inquiries (calls, chats, tickets) and/or redirecting inquiries to appropriate support groups for resolution while setting End User expectations during the initial interaction. * Creating tickets and documenting all activities in our Client ticket system (ServiceNow) in line with our quality standards. * Performing troubleshooting to resolve or escalate to the appropriate Tier 2 teams. * Researching and resolving more complex Field/Scientific application and business process issues. Identifying trends where applicable. * Providing follow-up and status update inquiries to End Users on your open ticket queue and ensuring every effort is made to meet SLAs. * Utilizing Knowledgebase to address End User inquiries and creating Knowledgebase draft articles to address knowledge gaps. * Participating in application testing, upgrades, and deployment, and internal Service Desk projects as needed. * Adhering to all Service Desk processes and procedures. * Driving quality, process improvement, and innovation to optimize service delivery. **Essential Qualifications** To be successful in this role, you will need to possess the following essential qualifications: * 2+ years of experience in a Help Desk or IT Support role, preferably in a Field or Scientific industry. * Strong technical skills, including proficiency in Windows, Microsoft Office, and ServiceNow. * Excellent communication and interpersonal skills, with the ability to communicate complex technical information to non-technical stakeholders. * Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues. * Ability to work in a fast-paced, dynamic environment with multiple priorities and deadlines. * Strong language skills, with the ability to communicate effectively in both English and a second language (Spanish, French, or Mandarin). **Preferred Qualifications** While not essential, the following qualifications would be highly desirable: * Experience with ITIL (Information Technology Infrastructure Library) framework and Service Desk processes. * Knowledge of Field and Scientific applications and business processes. * Experience with Knowledgebase creation and maintenance. * Certification in IT Support or Help Desk management (e.g. CompTIA A+ or HDI). **Skills and Competencies** To succeed in this role, you will need to possess the following skills and competencies: * Strong technical skills, including proficiency in Windows, Microsoft Office, and ServiceNow. * Excellent communication and interpersonal skills, with the ability to communicate complex technical information to non-technical stakeholders. * Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues. * Ability to work in a fast-paced, dynamic environment with multiple priorities and deadlines. * Strong language skills, with the ability to communicate effectively in both English and a second language (Spanish, French, or Mandarin). * Ability to drive quality, process improvement, and innovation to optimize service delivery. **Career Growth Opportunities and Learning Benefits** As a Hybrid Bilingual IT Help Desk Customer Service Representative, you will have the opportunity to: * Develop your technical skills and knowledge of Field and Scientific applications and business processes. * Participate in training and development programs to enhance your skills and competencies. * Collaborate with a dynamic team of IT professionals to deliver exceptional service and support to our clients. * Contribute to process improvement and innovation initiatives to optimize service delivery. * Pursue opportunities for career growth and advancement within our organization. **Work Environment and Company Culture** Our company is committed to providing a positive and inclusive work environment that supports the growth and development of our employees. As a Hybrid Bilingual IT Help Desk Customer Service Representative, you will have the opportunity to work in a dynamic and fast-paced environment with a team of IT professionals who are passionate about delivering exceptional service and support to our clients. **Compensation, Perks, and Benefits** We offer a competitive compensation package, including: * Hourly rate: $22-$24 per hour. * Comprehensive benefits package, including medical, dental, and vision insurance. * 401(k) retirement plan with company match. * Paid time off and holidays. * Opportunities for career growth and advancement within our organization. **How to Apply** If you are a motivated and customer-focused individual with a passion for delivering exceptional IT support, we invite you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you! **Equal Employment Opportunity** Our company is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a positive and inclusive work environment that supports the growth and development of our employees. Apply for this job