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Gothic Landscape · 15 hours ago

Bilingual Help Desk Tech - Level 2

Santa Clarita, CA

Full-time

Onsite

Mid Level

$30/hr - $32/hr

3+ years exp

Gothic Landscape is seeking a Bilingual Level II Help Desk Technician to provide advanced technical support to internal customers. The role involves resolving escalated support requests, maintaining a high standard of customer service, and contributing to IT process improvements, with a special emphasis on Mobile Device Management for iOS and Android devices.

Hiring Manager

Joey Ponce, CSP

Responsibilities

Cultivate and promote a growth mindset within the IT team, encouraging continuous learning, innovation, and adaptability

Model excellent customer service by clearly communicating the solution to the end user while demonstrating patience and empathy

Provide guidance to less senior technicians, helping to enhance their technical skills

Diagnose and resolve complex technical issues, including software, hardware, and network problems

Handle incidents and service requests within the Zendesk Ticketing system, ensuring timely resolution and compliance with SLA performance metrics

Configure, manage, and support mobile devices (smartphones, tablets) across various platforms (iOS, Android) using Mobile Device Management (MDM) solutions such as MAAS 360, Apple Business Manager, KNOX and Intune. Subject matter expert for the broader IT team

Perform advanced tasks in Active Directory, Exchange, and File Administration

Assist in managing and troubleshooting network-related issues, including RDS / Terminal Services remote access

Identify and mitigate security threats, including phishing and malware, using various cybersecurity tools. Assist with remediating high-risk vulnerabilities

Create and update technical documentation, knowledge base articles, and standard operating procedures

Assist with IT projects, including deployments, migrations, and upgrades

Install, configure, and troubleshoot more complex hardware and software issues (SAGE, Paperless). In depth knowledge of Windows 10/11 operating systems

Provide remote support for multiple locations and occasionally conduct site visits, which may include overnight stays. Local travel to other branch locations within 3-20 miles as needed

Provide weekend or after-hours support as needed

Qualification

Mobile Device Management (MDM)Windows 10/11Bilingual in EnglishSpanishActive DirectoryTechnical Support ExperienceNetwork ProtocolsCustomer ServiceCertificationsCommunication SkillsProblem-Solving SkillsTechnical Documentation

Required

BILINGUAL IN ENGLISH AND SPANISH IS A REQUIREMENT OF THIS POSITION

3-5 years of relevant help desk or technical support experience

Advanced knowledge of Windows 10/11 operating systems, Active Directory, Exchange, and network protocols

Excellent verbal and written communication skills

Strong analytical and problem-solving abilities with a focus on customer satisfaction

Ability to lift and move equipment weighing up to 50 lbs

Preferred

Bachelor's degree in information systems, Computer Science, or a related field (preferred), OR equivalent technical certifications

Relevant certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified: Modern Desktop Administrator Associate (preferred but not required)