About this role
This Tier 1 remote service desk role provides phone, email, and chat support to corporate client employees. You will troubleshoot Outlook, Windows, Office 365, mobile device syncing, VPN and remote access connectivity, and manage issues through ticketing systems.
Key Responsibilities
- Provide phone, email and chat support to corporate client employees
- Troubleshoot Outlook, Windows 7/Windows 10, and Microsoft Office 365
- Use Active Directory to reset network passwords
- Support VPN connectivity and remote access tools for end-user connectivity issues
- Handle 50-60 issues per day using ticketing systems and maintain documentation
Technical Overview
The technical scope includes Windows 7 and Windows 10 support, Microsoft Office 365 and Outlook troubleshooting, Active Directory password resets, printer administration, and VPN/remote access troubleshooting. The role also involves working in ServiceNow (or other ticketing systems) and using remote access tools for end-user support.
Ideal Candidate
The ideal candidate is a Tier 1 service desk technician with 1+ year of experience in a call center or service desk environment, comfortable supporting Windows 7 and Windows 10 and troubleshooting Microsoft Outlook and Office 365 issues. They are proficient in Spanish and English and can use Active Directory to reset network passwords, handle VPN and remote access connectivity issues, and work within ServiceNow or similar ticketing systems.
Must-Have Skills
proficient in English and Spanish1 year experience in call center or service desk environmentKnowledge of various PC hardware and software applications including Operating Systems: Windows 7Windows 10Office 365 SupportServiceNow or other ticketing systemsActive Directory database to reset network passwordseffective troubleshooting and documentation skills
Nice-to-Have Skills
Experience navigating a knowledgebase
Tools & Platforms
Microsoft Windows 7Microsoft Windows 10Microsoft Office 365Microsoft OutlookMicrosoft WordMicrosoft ExcelMicrosoft PowerPointActive DirectoryServiceNowLotus NotesVPNremote access toolsknowledgebase
Required Skills
Outlook troubleshootingWindows 7Windows 10Microsoft Office 365WordExcelPowerPointActive Directoryreset network passwordsnetwork printer supportVPN connectivityremote access toolsServiceNowticketing systemsknowledgebase navigationmobile device configurationemail syncISP and cable modem supportLotus Notes support
Hard Skills
troubleshooting OutlookMicrosoft Operating Systems (Windows 7Windows 10)Microsoft Office Products (WordExcelPowerPointOffice365)Office 365 Supportmobile device configurationemail syncActive Directory databasereset network passwordsadding and changing network printersVPN connectivity issuesremote access toolsremote access connectivity troubleshootingcall centerservice desk environmentUser creations/terminationstasks/requestsend-user self-service toolscloud support – multiple device data syncingServiceNow or other ticketing systemsknowledgebase navigationinternet service provider (ISP) supportcable modem supportinternet supportproficient use of Microsoft Office applicationsOutlookLotus Notes
Soft Skills
strong technical and client interaction skillsself-starterexcellent organizational skillsadministrative skillsinterpersonal skillsdocumentation skillsclient service expectations
Keywords for Your Resume
Service Desk Technician - Bilingual Spanish/English (TIER 1)Service Desk TechnicianTIER 1bilingual SpanishEnglish and Spanishcall centerservice desk environmentWindows 7Windows 10Microsoft Office ProductsOffice365Microsoft Office applicationsOutlookActive Directoryreset network passwordsnetwork printersVPNremote access toolsremote access connectivityServiceNowticketing systemsknowledgebaseOffice 365 SupportLotus NotesMicrosoft Office 365
Deal Breakers
Must be proficient in English and Spanish, Must have 1 year experience in call center or service desk environment, Must support Windows 7 and Windows 10 and Microsoft Office 365, Must be able to use Active Directory to reset network passwords
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