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 IT Global Service Desk Technician - Arlington, Virginia, United States

Job information
Posted by: CEB Global 
Hiring entity type: Business Services 
Work authorization: Not Specified for United States
Position type: Direct Hire, Full-Time 
Compensation: ******
Benefits: See below
Relocation: Not specified 
Position functions: Computers - Components
Computers - Programming Languages
Computers - Other
Computers - Networks
Travel: Unspecified 
Accept candidates: from anywhere 
Languages: English - Fluent
Minimum education: See below 
Minimum years experience: See below 
Resumes accepted in: English
Cover letter: No cover letter requested
Job code: 318007 / Latpro-3551850 
Date posted: Jun-15-2017
State, Zip: Virginia, 22234



This position will be working as a member of the Global IT Service Desk Team.  The Global IT Service Team provides both in-person and phone-based support to company employees across the globe. This position will provide onsite technical support for our Arlington offices as well as phone-based support for non-local users.


This is an outstanding position for candidates who have excellent technical, hardware, and client service skills and enjoy managing a wide-variety of responsibilities while working in a fast-paced and friendly environment.


Responsibilities include, but are not limited to:


Global Service Desk:  - provide both onsite and phone-based technical support for desktop hardware and software by identifying issue(s), determining and executing appropriate resolution, and communicating the resolution to the customer. Examples include:

- Troubleshoot and provide resolutions upon initial contact when possible, using password management tools, remote desktop, etc.

- Escalate or re-assign tickets to other departments when required

- Maintain accurate up-to-date status on all tickets

- Ensure no tickets are older than 3 days in personal queue

- Provide walk up/local IT support for hardware and software issues

- Assist with mobile device issues

- Perform new user/new hire equipment set up

- Perform basic hardware and workstation repairs

- Develop and maintain technical documentation for desktop hardware and software applications

- Meet or exceed all Global Service Desk metrics and process requirements (ticket management protocols, time tracking, communication requirements, etc.) - Ensure that all users have been properly communicated before closing a ticket request

- Treat all customers with courtesy and professionalism

- Administer security cards and access

- Perform Audio/Visual setup if necessary

- Serve as point of contact for management


  • At least 2 years' experience working on an IT Help Desk or in an IT Service environment
  • Degree (Bachelors of Arts (BA) or Bachelors of Science (BS) preferred
  • ITIL Foundation Certification preferred
  • Able to clearly and correctly express complex technical concepts in English, both verbally and in writing
  • Knowledge of/experience with MS Windows 7, 8 and Windows 10 computing environment, MS Office 2010/2013, MS Outlook, SharePoint, Internet Explorer 11.0, Cisco Any Connect VPN (Virtual Private Network) and Mobile devices
  • Knowledge of Macs would be an advantage
  • Passion for providing excellent customer service
  • Ability to work in a fast-pace environment; ability to multi-task, change direction, effectively prioritize, and meet deadlines
  • Ability to occasionally adjust work schedule to meet business need (standard is 40 hour week, with occasional overtime requirements)
  • Interest in being part of a team, and ability to work effectively with both local and remote staff, teammates and managers
  • MCSE or A+ certified is a plus
  • Able to work non-standard hours for periods of time as needed and participate in rotating weekend On-Call
  • Able to travel to domestic and international sites one to three times during a year, normally for periods of one week or less
  • Able to lift, carry and bend as required to install common end user computing items including desktop PCs and monitors, desktop telephones, desktop printers, and power protection devices.


Job: Information Technology


See Job Description


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