Help Desk Technician - Contract

About us:

Working at Tech Holding isn't just a job, it's an opportunity to be a part of something bigger. We are a full-service consulting firm that was founded on the premise of delivering predictable outcomes and high-quality solutions to our clients.  Our founders and team members have industry experience and have held senior positions in a wide variety of companies – from emerging startups to large Fortune 50 firms – and we have taken our combined experiences and developed a unique approach that is supported by the principles of deep expertise, integrity, transparency, and dependability.

The Role

As a Help Desk Technician, you will provide bilingual (Spanish/English) remote technical support. You’ll serve as the first point of contact for technical issues, ensuring timely and professional resolution of incidents affecting hardware, software, and network systems across a wide range of end users.

What You’ll Do

• Respond to incoming phone calls and ticket submissions
• Troubleshoot hardware and software issues related to automation systems, peripherals, and network connectivityLog all interactions, steps taken, and resolution outcomes in the ticketing system (e.g., ServiceNow)
• Escalate unresolved issues to higher-level support teams following defined SLAs
• Leverage internal knowledge bases and SOPs to ensure consistent, accurate resolutions
• Monitor open tickets, follow up with users, and ensure customer satisfaction throughout the support process
• Contribute to continuous improvement initiatives, including documentation updates and process enhancements

Requirements

• Associate’s or Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)
• Minimum 1 year of experience in a technical support/help desk role, ideally in a high-volume or customer-facing environment
• Strong proficiency in both English and Spanish (written and verbal communication)
• Experience with Windows 10, Mac OS, Microsoft Office Suite, and email clients like Outlook
• Familiarity with remote support tools such as LogMeIn, AnyDesk, or Remote Desktop
• Understanding of VPN, Wi-Fi connectivity, and basic networking concepts
• Knowledge of ticketing systems such as ServiceNow, Zendesk, or Freshdesk
• Must be available to work in Eastern Time (ET) zone

Soft Skills

• Strong customer service orientation with a professional and empathetic demeanor
• Ability to explain technical concepts in simple, clear language to non-technical users
• Efficient multitasking and time management under shifting priorities
• Proactive attitude and willingness to take ownership of problems
• Willingness to work in a rotating shift schedule to support 24/7 operations
• Commitment to maintaining data confidentiality and security

Preferred Qualifications

• Experience supporting hardware in retail, hospitality, or restaurant environments
• Familiarity with IoT devices, kiosks, or robotics-based systems is a plus

What We Offer

• Remote opportunity with collaborative team culture
• Exposure to cloud-first environments and modern DevOps tooling
• Opportunities for growth and cross-functional impact
• Dynamic and fast-paced engineering environment

Tech Holding is proud to be an Equal Opportunity Employer and is committed to fostering a diverse and inclusive workplace. We welcome applicants from all backgrounds and experiences, and we consider qualified applicants without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic. If you require accommodation in the application process, please contact our HR