Patriot LLC Is Hiring A Bilingual Helpdesk Specialist

Join Our Team as a Bilingual Helpdesk Specialist in Orlando, FL! 🌟

Patriot LLC is seeking dedicated Bilingual (English/Spanish) Helpdesk Specialists to provide top-tier IT support within a dynamic call center environment. U.S. Citizenship and Florida residency within one hour of 32803 are mandatory.

Job Overview

Based in Orlando, FL, you will be the first point of contact for our clients’ IT requests, supporting Tier 1 and Tier 2 environments, including the Technical Service Desk (TSD) and Account Service Desk (ASD) for the ACE application, providing Analyst I level support around the clock, year-round.

Key Responsibilities

• Provide remote technical assistance: Support incoming queries related to computer systems, software, and hardware 💻
• Customer communication: Respond to emails, web inquiries, and phone calls seeking help 📞📧
• Track requests: Log all support requests into the Government tracking system (Remedy) 📝
• User account setup: Add new users, specify directory structures, reset passwords, and troubleshoot network issues 🔐
• Hardware & software troubleshooting: Resolve issues, assist with desktop applications, and provide user training 🖥️
• Support ticket management: Track requests from issuance to resolution using support applications 🎟️
• Escalate issues: Transfer unresolved or complex problems to higher-tier support staff 🆙
• First-level support: Offer telephone, email, and web support for various IT systems 📱💻
• Follow-up: Ensure customer issues are resolved and gather feedback for service improvement 🔄
• Reporting: Run reports to identify recurring malfunctions and system issues 📊

Desired Skills & Knowledge

• Customer Service: Emphasis on high-quality support and communication 🤝
• Listening Skills: Excellent active listening to accurately diagnose issues 👂
• Technical Knowledge: Basic understanding of hardware, software, and Microsoft Office Suite
• Remote Troubleshooting: Experience with remote support tools and techniques 🛠️
• Organization & Multitasking: Well-organized with the ability to handle multiple requests efficiently 📂
• Self-Motivated: Proactive in problem-solving and customer engagement 💪
• Languages: Bilingual in Spanish and English a plus 🌎

Qualifications & Experience

• Education: High School Diploma or equivalent required; IT-related certificates preferred 🎓
• Experience: 1-2 years in support/helpdesk roles preferred 🕒
• Certifications: MCSA and A+ certifications are preferred 🎖️

Clearance & Compliance

Must pass a DHS/CBP background investigation. Patriot LLC is a drug-free workplace and conducts pre-employment, random, and mandated testing per federal and state laws.

Equal Opportunity Statement

Patriot LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. 🏽

About Patriot LLC

Located in Columbia, Maryland, Patriot LLC is a reputable government and commercial services contractor known for innovative solutions and responsive service. Our accolades include awards for veteran-owned business excellence and innovative design in computer systems. As a verified SDVOSB and minority business, we are committed to quality, strategic advantage, and long-term value for our clients.

Our CEO, Anthony Russo, has been recognized as a Circle of Excellence finalist, highlighting our leadership and commitment to excellence.

To learn more, visit our website: Patriot LLC.

Additional Information

Position located at the customer site in Orlando, FL. Due to updated federal requirements (Executive Order 14042), all government contractor employees must be fully vaccinated against COVID-19, with documentation provided before starting work. Accommodations can be requested.

Contact & Application

To request application accommodations, email jobs@patriotllc.net or call 410-381-8015.