Bilingual IT Help Desk Analyst (Spanish/English) – Remote

CAI; Madison (WI); Remote; USD 20,000 - 29,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401k retirement plan access

Paid time off

Job summary

CAI is seeking a Bilingual (Spanish/English) Service Desk Analyst to provide Level 1 technical support and customer service remotely for English and Spanish speaking users. This full-time role requires 6 months in a service desk or technical support, bilingual capabilities, and strong troubleshooting/documentation skills.

Work hours align with EST, with opportunities for growth in service delivery. The position offers competitive pay, benefits, and a remote work environment.

Qualifications

• Minimum 6 months experience in a Service Desk role and/or technical support role.
• Minimum 6 months of customer service experience in a professional industry.
• Bilingual in English and Spanish languages (both written and oral).
• High School Diploma or GED.
• Strong troubleshooting and documentation skills.
• Excellent customer service skills.
• Strong attention to detail and strong communication skills (both written and oral).
• Excellent work ethic.
• Problem-solving skills.
• Solution driven.
• Ability to work weekdays from 9:30am - 6:00pm or 10:30am – 7:00pm EST.

Responsibilities

• Provide General IT end-user support.
• Utilize excellent customer service skills and exceed customers’ expectations.
• Interact via telephone, e-mail, chat and one on one with customers to identify and diagnose technical issues and problems.
• Provide first level support including but not limited to: resetting passwords, troubleshooting hardware remotely, troubleshooting software, and other “how-to” questions.
• Properly escalate unresolved issues to the next level of support with strong supporting documentation.
• Follow documented processes to resolve customer issues.
• Ensure proper recording, categorization, documentation, and closure of all tickets.
• Analyze the impact and urgency of customer’s issues and prioritize appropriately.
• Recommend procedure modifications or improvements.
• Drive positive results in Customer Experience through timely responses and professional interaction.
• Demonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals and team monthly metrics.
• Preserve and grow knowledge of Service Desk procedures, products, and services.

Skills

Bilingual (English/Spanish)

Troubleshooting

Documentation

Customer service

Attention to detail

Communication skills

Work hours EST

Education

High School Diploma or GED

Associate degree (preferred)

Job description

CAI is seeking a Bilingual (Spanish/English) Service Desk Analyst to provide Level 1 technical support and customer service remotely for English and Spanish speaking users. This full-time role requires 6 months in a service desk or technical support, bilingual capabilities, and strong troubleshooting/documentation skills.

Work hours align with EST, with opportunities for growth in service delivery. The position offers competitive pay, benefits, and a remote work environment.