Bilingual IT Help Desk Analyst (Spanish/English) Remote

CAI; San Juan (PR); Remote; USD 20,000 - 29,000; Full time

Job summary

CAI is seeking a Bi-lingual (Spanish/English) Service Desk Analyst for a full-time remote role. You will provide Level 1 IT support to English- and Spanish-speaking users via phone, email, or chat during the 4:00am–12:30pm EST shift.

Responsibilities include diagnosing issues, password resets, hardware/software troubleshooting, and thorough ticket documentation. The role emphasizes strong customer service, clear communication, and adherence to service processes.

Qualifications

• Minimum 6 months experience in a Service Desk or technical support role.
• Minimum 6 months customer service experience in a professional setting.
• Bilingual in English and Spanish (written and oral).
• Ability to work weekdays from 4:00am - 12:30pm EST.
• Strong troubleshooting and documentation skills.
• Excellent customer service and communication skills.
• High School Diploma or GED.

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 (Laptops, iPads, Desktops, Printers, etc.), troubleshooting software (proprietary software and other applications utilized by the client), and other “how-to” questions.
• Properly escape unresolved issues to the next level of support with strong supporting documentation.
• Following 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 your knowledge of Service Desk procedures, products, and services.
• May perform other job duties as directed by Team Lead or Service Delivery Leader.

Skills

Customer service

Troubleshooting

Documentation

Communication skills

Problem-solving

Education

High School Diploma or GED

Associate degree preferred

Job description

CAI is seeking a Bi-lingual (Spanish/English) Service Desk Analyst for a full-time remote role. You will provide Level 1 IT support to English- and Spanish-speaking users via phone, email, or chat during the 4:00am–12:30pm EST shift.

Responsibilities include diagnosing issues, password resets, hardware/software troubleshooting, and thorough ticket documentation. The role emphasizes strong customer service, clear communication, and adherence to service processes.