Help Desk Analyst 1

Launch Your Career with Cook Systems

Ready to elevate your career? Cook Systems, a certified veteran-owned IT consulting firm, has been transforming businesses and careers since 1990. Whether you’re aiming to work with a Fortune 500 company or a small business, we’ve got you covered. 

Our core values—integrity, investment, and innovation—drive everything we do, ensuring you grow and succeed in a dynamic, supportive environment. We understand the importance of work-life balance and personal growth. Our cutting-edge IT consulting partners and FastTrack talent program are designed to help you excel.

Join our forward-thinking team where excellence and creativity are valued every day. Check out what our associates have to say on Glassdoor. Ready to take your career to new heights? Cook Systems is where your journey to success begins!

Summary: We are seeking a Bilingual (Spanish) Helpdesk Analyst with a focus on delivering exceptional customer service in a call center environment. This role involves providing technical assistance for tier one issues to both internal and external customers, requiring the handling of a high volume of calls and effective resolution of various technical problems.

Responsibilities:

• Oversee the daily performance of computer systems and applications.
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Monitor ticket queues, assign tickets to appropriate internal and external support staff, and escalate tickets until resolved.
• Confer with users or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Provide external customer support for website issues, password resets, online account management, and mobile driver's licenses.
• Escalate issues to second-tier support or senior management as necessary.

Required Skills:

• Bilingual in Spanish.
• High School diploma or GED.
• Minimum six months of experience handling customer inquiries, complaints, and information in a call center environment.
• Strong customer service skills and ability to manage high call volumes.

Preferred Qualifications:

• 2+ years of experience as a Helpdesk Technician with expertise in Outlook, MS Office, Windows 7 and 10.
• Vocational/Technical degree in computer applications, technology, or a related field from an accredited college.
• Knowledge of Apple iOS.

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Why Work with Us

At Cook Systems, we don’t just offer jobs—we build futures. Our team is the heart of everything we do, and we’re committed to supporting you with benefits that go beyond the basics. We want you to feel secure, valued, and empowered from the very beginning of your journey with us. When you join Cook Systems, here’s what you can look forward to:

• Your Health, Your Way: Choose from two comprehensive medical plans through Blue Cross Blue Shield, complete with dental and vision coverage. With access to one of the nation’s largest networks, you’ll get the care you need for yourself and your family—wherever life takes you.
• Peace of Mind, Every Step of the Way: Protect what matters most with life, critical illness, and accident insurance through Unum. Because your loved ones deserve security no matter what the future holds.
• Flexibility for Life’s Needs: Save money and plan ahead with a Flexible Spending Account and Daycare FSA through Navia, helping you manage healthcare and dependent care expenses on your terms.
• Bridging the Gaps: Unexpected costs? No problem. Our Health Gap Insurance through Sunlife helps ensure you’re covered when it counts.
• Your Future Starts Now: Dream big with our 401(k) retirement plan through The Standard. After just six months, you will be eligible to participate, because your future deserves a strong foundation.

At Cook Systems, you’re not just another employee—you’re a vital member of our team. Here, your ideas matter, your contributions shine, and your career will thrive. Together, we innovate, grow, and celebrate success every step of the way. Are you ready to be part of something bigger? Let’s build the future together at Cook Systems.

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