***Experis is seeking a bilingual English-Spanish IT Help Desk Analyst for our client in Cleveland*** BASIC REQUIREMENTS: - 2 - 4 years Professional Experience with IT. - Exceptionally strong Customer Service Presence. - Must speak English & Spanish fluently. - Experience providing phone support for multiple locations. NECESSARY SOFT SKILLS: - Have excellent communication skills. - Practice empathic listening skills. - Have the ability to handle many calls for long periods. - Have the ability to provide consistent, positive customer service. - Identifies customer needs, manages expectations, and defines appropriate next steps. - Proactively solves customer problems. - Have the ability to make a positive contribution in a team environment. - Offers and accepts reinforcing and correcting feedback. - Develops successful inter- and intra-team relationships, including the ability to share, teach, learn, and manage conflict. - Identify and seek out opportunities for continuous improvement. - Use analytical problem solving skills. - Have the ability to use all available resources to resolve or anticipate problems. - Have the ability to work independently. - Define and share work plans. - Define tools required to do their job. - Require minimal supervision. - Communicate on a timely and appropriate basis. - Have the ability to adapt to a changing environment. REQUIRED TECHNICAL SKILLS: - Microsoft Windows XP - Microsoft Office 2003 (Outlook, Word, Excel, Access, PowerPoint) - Microsoft Internet Explorer - Microsoft Live Meeting - Microsoft Communicator - Adobe Acrobat Reader - Symantec AntiVirus - iPass - Cisco VPN Client - Cisco Security Agent ENVIRONMENT & DELIVERABLES: - Prioritize and manage multiple tasks. - Log all requests in HP Service Center (help desk call tracking software). This includes all incoming ACD calls, PBX calls, e-mail requests, voice mail requests, walk-in requests and any other help desk interaction. - Track open incident and service request records. - Review open incidents/service requests for status changes. - Provide information to customer/end-user regarding the status of their incidents or service calls. - Provide first level of support for troubleshooting PC hardware and software problems; software installations and upgrades; applications; network; server; and security. - Provide accurate and thorough solutions to user problems. Escalate or transfer problems when appropriate. - Coordinate incident resolution and service request completion with various workgroups. - Communicate with the customer/end-user to gain agreement that the incident or service request has been completed and closes the record. - Respond to questions received in accordance with set policies and procedures. - Assist in the population and maintenance of the online knowledge base as necessary. - Participate in all aspects of the 24x7/Point/schedule rotations. - Detection and communication of possible problems and the assignment of them to the Problem Management team for them to raise problem records. - Continuous development of communication skills. ADDITIONAL SECONDARY SKILLS: - Experience using Microsoft Systems Center Configuration Manager (SCCM). - Experience using HP Service Center tool. - College level technical schooling; two or four year technical college degree.