Bilingual (Spanish/English) Service Desk Analyst

Role overview Provide first-line IT support to English- and Spanish-speaking users in a full-time remote service desk role. Resolve common technical issues through phone, email, and chat, while documenting each request and escalating more complex problems with clear supporting information.

Responsibilities - Respond to user requests with professional, timely customer service in both Spanish and English. - Diagnose and resolve routine issues involving passwords, laptops, tablets, desktops, printers, software, and user guidance. - Follow established procedures and record, categorize, prioritize, document, and close tickets accurately. - Escalate unresolved issues to the appropriate support level with useful notes and troubleshooting details. - Assess urgency and impact, meet individual and team performance goals, and suggest process improvements. - Keep current on service desk procedures, tools, products, and services.

Requirements - At least six months of service desk or technical support experience and six months of professional customer service experience. - High school diploma or equivalent. - Written and spoken fluency in both Spanish and English. - Strong troubleshooting, problem-solving, documentation, and communication skills. - Careful attention to detail, a customer-focused approach, and the ability to work independently toward performance targets. - Availability to work weekdays from 4:00 a.m. to 12:30 p.m. Eastern Time.

Nice to have - An associate degree in a related field.

Benefits and work setup - Full-time remote work; the role involves extended computer use and primarily seated work. - Listed pay is $18 per hour. Benefits include medical, dental, and vision insurance, access to a 401(k), and paid leave where applicable.