Bilingual IT Help Desk Analyst - English/Spanish

Orion Innovation; Tampa (FL); On-site; USD 42,000 - 64,000; Full time

Job summary

Orion Innovation in Tampa, FL is seeking a Bilingual IT Help Desk Customer Service Representative to provide level-1 technical and application support to employees across the Field and Scientific divisions.

Responsibilities include handling calls and chats, documenting incidents in ServiceNow, and striving for first contact resolution while delivering excellent customer service. Fluency in English and Spanish is required.

Qualifications

• Minimum of 2 years Help Desk experience.
• Bilingual in English and Spanish.
• Experience with call center telephony and ticketing systems.
• Experience supporting Windows operating systems.
• Experience supporting web-based applications.
• Strong analytical and troubleshooting skills.
• Flexibility for working hours (7am–7pm, Mon-Fri).

Responsibilities

• Answer incoming calls and redirect as needed to the appropriate support groups.
• Handle incoming chats within the department SLA.
• Provide follow-up updates to end users on open tickets.
• Utilize Knowledgebase and contribute draft articles to address gaps.
• Create tickets and document activities in ServiceNow.
• Escalate complex issues to higher support levels.

Skills

Bilingual English/Spanish

Windows OS

Web-based applications

Analytical skills

Tools

Remedy

ServiceNow

Salesforce

Job description

Orion Innovation in Tampa, FL is seeking a Bilingual IT Help Desk Customer Service Representative to provide level-1 technical and application support to employees across the Field and Scientific divisions.

Responsibilities include handling calls and chats, documenting incidents in ServiceNow, and striving for first contact resolution while delivering excellent customer service. Fluency in English and Spanish is required.