Bilingual Help Desk Technician - Remote Support (Americas)

rhe; Miami (FL); On-site; USD 38,000 - 54,000; Full time

Job summary

rhe is seeking an IT Support Specialist to act as the primary technical contact for employees across the Americas. You will troubleshoot remotely, guide users through resolution steps, and document outcomes to improve future support.

In this role you will work with cross-functional teams, meet SLAs, and adapt to multiple time zones. Fluency in English and Spanish is required to support a diverse user base in North America and Latin America.

Qualifications

• Associate degree in IT, CS or a related field.
• 1–2 years in technical support or help desk environments.
• Proficiency with office suites, databases, remote tools, and ticketing platforms.
• Solid understanding of Windows/macOS environments, mobile devices, networks, and business apps.
• Strong diagnostic and troubleshooting abilities.
• Excellent interpersonal communication; explain technical concepts clearly.
• Willingness to travel occasionally and work across time zones.
• Fluency in English and Spanish.

Responsibilities

• Serve as the primary technical contact for employees across the Americas region via multiple channels.
• Perform remote troubleshooting using diagnostic protocols to identify root causes.
• Analyze problems and data to craft solutions aligned with SLAs and priorities.
• Guide employees through resolution steps using clear, actionable language.
• Escalate complex issues with documentation to ensure seamless case transitions.
• Provide accurate information on IT products, services, and policies.
• Maintain documentation in knowledge bases for faster future responses.
• Follow up to verify resolution and ensure employee satisfaction.
• Capture feedback and recurring issues for service improvement.
• Identify opportunities to enhance support processes and resources.

Skills

Remote troubleshooting

Technical support

User guidance

Interpersonal comms

Time zone adaptability

Education

Associate degree in IT

Tools

Ticketing systems

Remote support tools

Database management

Job description

rhe is seeking an IT Support Specialist to act as the primary technical contact for employees across the Americas. You will troubleshoot remotely, guide users through resolution steps, and document outcomes to improve future support.

In this role you will work with cross-functional teams, meet SLAs, and adapt to multiple time zones. Fluency in English and Spanish is required to support a diverse user base in North America and Latin America.