Bilingual Service Desk Agent

Job Summary

Providing first-line IT support, the full-time Bilingual Service Desk Agent will handle service requests and incidents from end-users, troubleshoot issues, and escalate to second-tier support as necessary, working in a hybrid environment from the Atlanta office.

Key responsibilities

• Act as the first point of contact for internal end-users and outsourcing providers
• Record, analyze, categorize, and prioritize incoming tickets while ensuring timely resolution
• Provide first-line support for common IT issues, such as password changes and VPN problems

Required qualifications

• Post-secondary education preferred with a minimum of 2 years of experience as a Service Desk Agent
• Proficiency in English and Spanish, with good verbal and written communication skills
• Positive customer service attitude
• ITIL foundation certification
• A+ certification desired