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# Service Desk Technician - Bilingual Mandarin/English

- **Company:** Logicalis, Inc.
- **Location:** Tempe, AZ, United States
- **Salary:** $33,280.0 - $41,600.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Backup Devices, Issue Tracking Systems, Virtual Private Networks (VPN), Microsoft Office, Microsoft Software, Windows Servers, Networking Basics, Computer Network Technologies, Cisco, Servicenow
- **Published:** October 7, 2026
- **Apply:** https://www.jofdav.com/jobs/60010770-service-desk-technician-bilingual-mandarin-english

## About the Role

*This position requires that the candidate is fluent in Mandarin and English. You must be willing to work Sunday - Thursday, 9PM - 6 AM EST*, To perform this job successfully, an individual should be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions., * Associate degree in a related field., * 1 year experience in the following:

 + Troubleshooting and/or configuration experience with IT Service Desk functions including Windows Operating Systems, Microsoft Office products, as well as general networking knowledge.
 + Server/PC operating system support, specifically Windows XP, 7, Server 2003 and 2008, VPN connectivity, backup solutions, and networking knowledge.
 + ServiceNow (or similar ticketing system tool) and Nimsoft (or a similar IT monitoring system tool).
 * Proficient use of all Microsoft products and operating systems.

Certifications

Relative and current certifications to technologies listed such as:

 * Microsoft, Cisco or CompTIA A+ / CompTIA Network+

Other Skills and Abilities

 * Strong troubleshooting and initiative skills.
 * Client service focus and excellent interpersonal skills.
 * Strong, clear communication skills - oral, written, and email.
 * Excels in ability to multi-task.
 * Works independently with minimal supervision.
 * Works well with team members and cross-departmentally.

## Description

Responsible for initial communication, documentation and triage of all customer incidents reported to Managed Services NOC. Supports end user service request fulfillment as required., * Responds and solves customer issues utilizing technology tools, procedures, and training.

 * Utilizes Service Now ticketing system for detailed documentation of incident troubleshooting and service request fulfillment.
 * Escalates issues in accordance with escalation procedures.
 * Communicates frequently with customers, hardware/software vendors and other support level tiers within Logicalis.
 * May create technical and process documentation for trouble shooting purposes.
 * Understands Information Technology Infrastructure Library (ITIL) and follows predefined ITIL incident, problem and change management processes in place for each customer when working to resolve customer requests or outages.
 * Maintains current knowledge of core service offerings and Service Level Agreements (SLAs).
 * Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.
 * Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.
 * Supports and conducts self in a manner consistent with customer service expectations.