Technical Support - L1/L2

MissionHires is seeking a Bi-Lingual (English & Spanish) Technical Support Representative I/II to provide L1/L2 help desk support. You will respond to customer inquiries via phone, email, and electronic channels; troubleshoot Windows 10/11 and Microsoft 365 issues; perform account provisioning, remote troubleshooting, and documentation; and collaborate on process improvements and escalations.

• Respond to customer requests and questions via phone, email, and other electronic media
• Analyze and resolve customer concerns using established procedures
• Provide client support and technical issue resolution for Windows 10/11 and Microsoft 365 technologies
• Support and configure end-user equipment; perform imaging of computers and setup of accounts
• Handle user onboarding/offboarding (Active Directory, creating email accounts, granting user access)
• Answer incoming calls and tickets, troubleshoot remotely, and drive issues to resolution within scope
• Document all case information accurately in the resolution/ticketing system
• Provide feedback to management on tool and process enhancements
• Participate in staff meetings and the escalation management process
• Assist with creating, maintaining, and managing client process documentation
• Provide internal and external phone coverage for technical service
• Assign and follow up on return authorizations (RMA) for parts
• Maintain positive cross-department relationships; communicate and document issues and resolutions
• Perform other tasks related to managing incoming technical service calls

• Bi-Lingual: English & Spanish (must-have)
• High school diploma or equivalent
• One-year certificate from college/technical school, or 3–6 months of related experience/training, or equivalent combination of education and experience
• Broad experience with PCs, Windows 10/11, and Microsoft 365 technologies
• Hands-on experience with remote troubleshooting and resolution of incidents
• Experience with user lifecycle tasks: imaging computers, account setup, Active Directory, email account creation, and access provisioning
• Ability to document thoroughly in a ticketing or resolution system
• Strong communication skills for phone, email, and electronic support channels
• Ability to participate in and follow escalation procedures
• Organizational skills to assist in creating and maintaining client process documentation
• Customer-focused mindset with the ability to multitask and manage incoming service calls

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