Bilingual Service Desk Analyst

Job Summary

Providing Level 1 technical support, the full-time remote Bilingual Service Desk Analyst will assist both English and Spanish-speaking users by diagnosing and resolving IT issues through various communication channels.

Key responsibilities

• Provide general IT end-user support, including troubleshooting hardware and software issues
• Interact with customers to identify technical problems and escalate unresolved issues with proper documentation
• Ensure accurate recording, categorization, and closure of all support tickets while driving positive customer experiences

Required qualifications

• Minimum 6 months experience in a Service Desk or technical support role
• Minimum 6 months of customer service experience in a professional setting
• High School Diploma or GED
• Bilingual in English and Spanish (both written and oral)
• Strong troubleshooting and documentation skills