Exciting career opportunities in the language access industry are waiting for you at LanguageLine Solutions. Whether you work in the corporate office, in one of our satellite offices, at our Interpreting Call Centers, or work from home, you can help make a difference in someone's life every second of every day.

Job Description

Position Title: Technical Support Analyst

Reports To: Manager, Service Support

Department: Technology

Locations:

• Monterey, California Headquarters Office


• El Paso, Texas Call Center / Texas (Remote)


• Costa Rica (Remote)

JOB DESCRIPTION

As a Technical Support Analyst for LanguageLine Solutions, you will be responsible for daily management, scheduling, and triage of incoming customer support requests as well as imaging and deployment of desktop and mobile devices. You will be supporting local and remote customers including LanguageLine interpreters, call agents, employees and clients. Our platforms span a diverse Linux/Windows environment as well as numerous cloud solution providers. Mobile devices support includes iOS and Android. We're looking for "A Players" who are self-motivated, excellent communicators, and are driven to constantly improve systems and processes.

ESSENTIAL FUNCTIONS

• Laptop/desktop imaging, deployments and break/fix


• Printer/hardware and software installs


• Patch Management


• General user support and training


• Mobile device user support and training


• Softphone support


• Active directory and LAN support


• Remote user support


• VPN account setup and support


• Anti-virus management and support


• Research call delivery


• Respond to telephone calls, email and personnel requests of technical support in a timely manner


• Participate in an on-call schedule and available 24/7, as needed


• Provide excellent customer service in a challenging environment


• Support LLS' Quality Management System (QMS) to continually improve the Division's processes, procedures and services; and thereby increase efficiency, productivity, effectiveness and customer satisfaction

ADDITIONAL FUNCTIONS

• Follow Incident and Service Desk Ticket Reporting procedures


• Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed as assigned


• Ensures that decisions made to improve the overall IT Service Delivery area are continually carried through


• Support of specified hardware and software environments


• Work collaboratively across teams in a fast paced, global environment


• Exhibit strong quantitative, analytical and problem solving skills


• Perform miscellaneous related duties as assigned


• Create documentation for all new implemented processes and procedures

QUALIFICATIONS

• A minimum of 2 years' desktop administration experience in a Dell and IBM environment


• Good understanding of Microsoft Windows operating systems, including system installation / configuration, file system concepts, resource monitoring, user administration, package management, and process control / management


• Active Directory, LAN and WAN experience


• Microsoft Terminal Service experience


• Mobile device (iOS and Android) and softphone support experience a plus.


• Strong interpersonal and communication skills and able to train users on topics.


• Highly motivated and self-driven, capable of working with little instruction to resolve demanding tasks, as well as work with internal teams


• Able to work in cold room environments and lift a minimum of 40 lbs.

If you are an individual with a disability and require reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact the HR Corporate Recruiting Team at CorporateRecruiting@languageline.com .

COVID-19 Vaccination for United States Candidates Only:

LanguageLine Solutions is a federal contractor. Federal law requires that we ensure that all of our US based employees and contractors are fully vaccinated against COVID-19, unless a reasonable medical or religious accommodation is requested, certified, and approved by LanguageLine Solutions.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race. color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information or any other consideration prohibited by law or contract.

VEVRAAFederal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-I.35(c)