We are seeking a Bilingual Service Desk Analyst (Spanish/English) to provide first-level technical support to end users across multiple locations. The ideal candidate will be responsible for troubleshooting hardware, software, network, and application-related issues while delivering exceptional customer service in both Spanish and English.
The Service Desk Analyst will serve as the first point of contact for IT-related incidents and service requests, ensuring timely resolution and escalation of issues as needed.
Key Responsibilities
- Provide technical support to end users via phone, email, chat, and remote support tools.
- Deliver support in both Spanish and English to users across multiple locations.
- Troubleshoot and resolve hardware, software, network connectivity, VPN, and Microsoft 365 issues.
- Handle password resets, account unlocks, and user access requests.
- Support Windows 10/11, Microsoft Office Suite, Outlook, Teams, and related applications.
- Create, update, and manage tickets using ServiceNow or other ticketing systems.
- Escalate complex issues to appropriate support teams while maintaining ownership of tickets.
- Assist users with printer, mobile device, and peripheral troubleshooting.
- Document troubleshooting steps and resolutions accurately.
- Follow established service desk processes, SLAs, and IT policies.
- Provide excellent customer service and maintain professional communication with users.
Required Qualifications
- 2+ years of experience in a Service Desk, Help Desk, Technical Support, or IT Support role.
- Fluent verbal and written communication skills in Spanish and English.
- Experience supporting Windows 10/11 environments.
- Hands-on experience with Microsoft 365, Outlook, Teams, and Office applications.
- Experience with Active Directory user administration.
- Familiarity with VPN troubleshooting and remote support tools.
- Experience using ticketing systems such as ServiceNow, Remedy, Jira, Zendesk, or similar.
- Strong troubleshooting and problem-solving skills.
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Pay: $15.00 - $16.00 per hour
Work Location: In person
