Bilingual IT Help Desk Specialist (English/Spanish)

Sunrise Systems, Inc.; Tampa (FL); Hybrid; USD 28,000 - 39,000; Full time

Job summary

Sunrise Systems, Inc. in Tampa, FL is seeking a Bilingual IT Help Desk Customer Service Representative to support employees in the Field and Scientific divisions via phone, chat, or ticketing.

The role requires resolving common technical issues and providing a high first-contact resolution. The ideal candidate is fluent in English and Spanish, has at least 2 years of help desk experience, and is comfortable using Remedy, ServiceNow, and Salesforce.

Qualifications

• Bilingual English/Spanish, fluent speaking, reading and writing.
• Minimum of 2 years of Help Desk experience.
• Experience with Remedy, ServiceNow and Salesforce.
• Experience supporting Windows and web-based applications.
• Strong analytical and troubleshooting skills.
• ITIL knowledge preferred but not required.

Responsibilities

• Accept calls and chats; route to appropriate support groups while setting end-user expectations.
• Handle incoming chats within SLA.
• Provide follow-up and status updates for open tickets.
• Utilize Knowledgebase and draft articles to close knowledge gaps.
• Create tickets and document activities in ServiceNow.
• Escalate complex issues to the next level of support.

Skills

Bilingual EN/ES

Help Desk

Ticketing Systems

Windows Support

Troubleshooting

Customer Service

Tools

Remedy

ServiceNow

Salesforce

Job description

Sunrise Systems, Inc. in Tampa, FL is seeking a Bilingual IT Help Desk Customer Service Representative to support employees in the Field and Scientific divisions via phone, chat, or ticketing.

The role requires resolving common technical issues and providing a high first-contact resolution. The ideal candidate is fluent in English and Spanish, has at least 2 years of help desk experience, and is comfortable using Remedy, ServiceNow, and Salesforce.