Mindlance
Location & Travel Requirements
Must be located in the greater NY/NJ area. The role requires travel to the 5th Avenue office in NYC for in‑person meetings and support with IT on a weekly basis. Candidates must be able to support Pacific/West Coast hours virtually on some days. Work schedule: Monday‑Thursday 9 AM‑6 PM on site; Fridays virtual, covering West Coast stores from 11 AM‑8 PM. Spanish language proficiency is required; candidates must read, write, and speak Spanish in addition to English. The primary communication will be with the IT team in Spanish. On‑site address: 500 5th Ave, Ste 400, New York, NY 10110. Requirements
Technical Skills:
Proficiency in hardware, software, and networking Device types: Bluebird, Zebra, iOS Client Toshiba Experience with operating systems: Remedy, Zabbix, Maquetador‑DAM Device lifecycle: CMDB and Remedy Asset Manager Power BI Common software applications (MS Office, Google Workspace)
Problem‑Solving Skills:
Strong analytical and troubleshooting abilities. Ability to diagnose and resolve technical issues efficiently. Experience providing technical support and customer service.
Communication Skills:
Ability to read, write, and speak Spanish. Excellent verbal and written communication skills. Ability to explain technical concepts to non‑technical users. Strong listening skills to understand and address user concerns.
Time Management:
Prioritize tasks and manage time effectively. Experience handling multiple support requests simultaneously.
Team Collaboration:
Work independently and as part of a team. Collaborate with other IT professionals and departments.
Documentation Skills:
Maintain detailed records of support activities and solutions. Create user guides and documentation such as FAQs.
Expectations
Filter and assign new tickets daily from dashboard. Update each ticket, new and aged, with notes of daily progress until closure or ticket transfer. Decrease number of aged tickets while working new tickets. Proactive collaboration using Teams channels among colleagues to advance ticket closure. Consistent daily follow‑up with stores to drive ticket closure. Purpose
To assist in daily tasks of the IT Department, mainly supporting store handheld devices. Key Responsibilities
Assets management. Configuration of store handheld devices: PDAs, iPods, iPads, etc. Reception and evaluation of inbound packages. Maintain inventory status updated (CMDB). Maintain a healthy stock of repaired devices by processing RMAs in a timely manner. Provide technical support to stores (in person, over the phone, or via MS Teams). Walk store staff through steps to help them resolve technical problems. Respond in a timely manner to incidents and requests (mainly for handheld devices). Prioritize and manage many open cases at one time. Experience and Qualifications
Previous experience in IT Support Helpdesk (preferred but not required). Experience with Microsoft OS W10 and MS Office 365 Suite (preferred but not required). Experience with iOS and Android operating systems. Skills and Attitudes
IT knowledge. Ability to work autonomously with high levels of initiative. Fluent in English (Spanish is a plus). Good communication and interpersonal skills. Highly organized and prioritize skills. Can work in a fast‑paced environment under pressure. Strong customer service ethos. Excellent organizational skills. Other
Must have their own laptop/desktop. EEO
“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”
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Must be located in the greater NY/NJ area. The role requires travel to the 5th Avenue office in NYC for in‑person meetings and support with IT on a weekly basis. Candidates must be able to support Pacific/West Coast hours virtually on some days. Work schedule: Monday‑Thursday 9 AM‑6 PM on site; Fridays virtual, covering West Coast stores from 11 AM‑8 PM. Spanish language proficiency is required; candidates must read, write, and speak Spanish in addition to English. The primary communication will be with the IT team in Spanish. On‑site address: 500 5th Ave, Ste 400, New York, NY 10110. Requirements
Technical Skills:
Proficiency in hardware, software, and networking Device types: Bluebird, Zebra, iOS Client Toshiba Experience with operating systems: Remedy, Zabbix, Maquetador‑DAM Device lifecycle: CMDB and Remedy Asset Manager Power BI Common software applications (MS Office, Google Workspace)
Problem‑Solving Skills:
Strong analytical and troubleshooting abilities. Ability to diagnose and resolve technical issues efficiently. Experience providing technical support and customer service.
Communication Skills:
Ability to read, write, and speak Spanish. Excellent verbal and written communication skills. Ability to explain technical concepts to non‑technical users. Strong listening skills to understand and address user concerns.
Time Management:
Prioritize tasks and manage time effectively. Experience handling multiple support requests simultaneously.
Team Collaboration:
Work independently and as part of a team. Collaborate with other IT professionals and departments.
Documentation Skills:
Maintain detailed records of support activities and solutions. Create user guides and documentation such as FAQs.
Expectations
Filter and assign new tickets daily from dashboard. Update each ticket, new and aged, with notes of daily progress until closure or ticket transfer. Decrease number of aged tickets while working new tickets. Proactive collaboration using Teams channels among colleagues to advance ticket closure. Consistent daily follow‑up with stores to drive ticket closure. Purpose
To assist in daily tasks of the IT Department, mainly supporting store handheld devices. Key Responsibilities
Assets management. Configuration of store handheld devices: PDAs, iPods, iPads, etc. Reception and evaluation of inbound packages. Maintain inventory status updated (CMDB). Maintain a healthy stock of repaired devices by processing RMAs in a timely manner. Provide technical support to stores (in person, over the phone, or via MS Teams). Walk store staff through steps to help them resolve technical problems. Respond in a timely manner to incidents and requests (mainly for handheld devices). Prioritize and manage many open cases at one time. Experience and Qualifications
Previous experience in IT Support Helpdesk (preferred but not required). Experience with Microsoft OS W10 and MS Office 365 Suite (preferred but not required). Experience with iOS and Android operating systems. Skills and Attitudes
IT knowledge. Ability to work autonomously with high levels of initiative. Fluent in English (Spanish is a plus). Good communication and interpersonal skills. Highly organized and prioritize skills. Can work in a fast‑paced environment under pressure. Strong customer service ethos. Excellent organizational skills. Other
Must have their own laptop/desktop. EEO
“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”
#J-18808-Ljbffr