Bilingual IT Help Desk Analyst (EN/ES)

Provalus; Jasper (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

Provalus is seeking a full-time Help Desk Analyst to provide Tier 1 & 2 support for end users in a fast-paced environment. The role requires expertise with Microsoft products, Outlook/Office 365, and ServiceNow, and candidates must be fluent in English and Spanish.

Ideal candidates will work on-site in Jasper, TX, delivering professional customer service and ensuring timely ticket resolution aligned with client SLAs.

Qualifications

• 2+ years in a technical support or desktop support role.
• Experience delivering technical service to internal and external staff.

Responsibilities

• Provides on-site Tier 1 & 2 support to end users on a variety of issues.
• Maintains clear documentation, diagnostics, and status updates in the ticketing system.
• Performs technical diagnosis for hardware, software, and connectivity issues.
• Troubleshoots desktop application issues and provides solutions.
• Responds to escalated tickets from Tier I as needed.
• Manages tickets to closure in ServiceNow, ensuring SLA adherence.

Skills

Technical support

Customer service

Team collaboration

Outlook/Office 365

ServiceNow

Bilingual: Spanish & English

U.S. citizenship

Tools

ServiceNow

Windows OS

Job description

Provalus is seeking a full-time Help Desk Analyst to provide Tier 1 & 2 support for end users in a fast-paced environment. The role requires expertise with Microsoft products, Outlook/Office 365, and ServiceNow, and candidates must be fluent in English and Spanish.

Ideal candidates will work on-site in Jasper, TX, delivering professional customer service and ensuring timely ticket resolution aligned with client SLAs.