Position Details

Salary $16 – $19 USD / year

Type Full-Time

Experience entry

Exp. Years 1-2 years

Education Associate's degree or equivalent experience preferred

Category System Administration

About this role

This is a Level 1 Bilingual IT Help Desk Agent role supporting healthcare clients via a 24x7 remote call center. The agent will provide first-line technical support, document issues, and follow escalation procedures while delivering courteous customer service.

Key Responsibilities

Ticket escalations
Record call transactions
Provide remote support to end users
Research required information
Follow escalation procedures

Technical Overview

Role centers on Windows operating systems and remote support for end users, including mobile devices (iPhone/Android). ITIL concepts are a plus. Documentation and tracking of incidents through a ticketing/tracking system are required.

Ideal Candidate

The ideal candidate is a bilingual Level 1 IT Help Desk professional with 1-2 years of IT/Call Center experience, strong Windows knowledge, remote support capabilities, and excellent customer service orientation.

Must-Have Skills

1-2 years IT/Call Center experience2-year Associates degree or equivalent experienceProper phone etiquetteClear writing and grammarExperience with Windows operating systemExperience with remote helpdesk/remote supportMobile device support (iPhone and Android)

Nice-to-Have Skills

Listening SkillsJudgementMarketingEmotional IntelligenceWritten CommunicationAdaptabilityLeadershipRelationship BuildingSocial Confidence

Tools & Platforms

Tracking softwareTicketing systemEmailTeam chats

Required Skills

bilinguallevel 1help deskIT supportremote help deskend user supportWindows operating systemMicrosoft Windowsremote connectionremote supportmobile device supportiPhoneAndroidITILITIL trainingMedical terminologyClinical terminologycustomer servicecommunicationtypinggrammarremotetracking softwareticketing system

Hard Skills

Microsoft Windows operating systemWindowsremote help deskremote supportmobile device supportiPhoneAndroidITILITIL trainingMedical terminologyClinical terminologycustomer service

Soft Skills

CommunicationTeamworkProblem-solvingAdaptabilityEmpathyWritten communicationListeningTime management

Certifications

Preferred

ITIL

Industry & Role

Industry Healthcare & Medical

Job Function Provide first-line IT support and customer service in a remote healthcare IT environment.

Role Subtype Help Desk L1

Tech Domains Active Directory, Windows Server

Keywords for Your Resume

bilinguallevel 1help deskit help deskIT supportremote help deskend user supportwindows operating systemMicrosoft Windowsremote connectionremote supportmobile device supportiPhoneAndroidITILITIL trainingMedical terminologyClinical terminologycustomer servicecommunicationtypinggrammarremotetracking softwareticketing systemlevel 1 help deskWindows operating system

Deal Breakers

Lack of level 1 help desk experience, No Windows operating system knowledge, No remote support experience

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Bilingual Required Patient Portal/IT Help Desk Agent– Level 1 (Managed Services)

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