Bilingual IT Service Desk Agent — Fast Tech Support

Compunnel, Inc.; New York (NY); On-site; USD 42,000 - 62,000; Full time

Job summary

Compunnel, Inc. is seeking an IT Helpdesk professional to provide support for authorized IT devices and services in a fast-paced environment. You will be the single point of contact via phone, chat, and walk-up, guiding users through troubleshooting and ticketing processes.

You will use ServiceNow to manage tickets, follow incident management procedures, and escalate issues as needed. The role emphasizes timely communication and adherence to SLAs within a collaborative team.

Qualifications

• Associate degree in IT or related professional certification (Preferred)
• High School Diploma or GED (Minimum Required)
• A minimum of 2 year of IT Helpdesk or Service Desk experience
• Must speak Spanish, with the ability to read, write, and comprehend
• Must be fluent in English, with the ability to read, write, and comprehend

Responsibilities

• Respond courteously and promptly to user phone calls, live chats, incoming tickets, and other service channels
• Effectively use ServiceNow to manage tickets throughout their lifecycle
• Contribute towards meeting or exceeding SD metrics, targets and goals
• Follows all IT policies and processes including Incident Management and Knowledge Management
• Execute Knowledge Base articles to provide effective analysis and resolution
• Interact with vendor technical support to ensure effective resolution of 3rd party services
• Maintain tickets and communicate with users, vendors and other IT teams
• Inform leadership of broader issues impacting users or the team
• Interact with teammates to share information and knowledge
• Fulfill all administrative requirements on-time
• Answer, respond to and route Corporate Calls as needed

Skills

ServiceNow

Ticketing

Customer service

English fluency

Spanish fluency

Multitasking

Desktop & mobile devices

Education

Associate degree in IT

High School Diploma or GED

Tools

Windows

Microsoft Office

Job description

Compunnel, Inc. is seeking an IT Helpdesk professional to provide support for authorized IT devices and services in a fast-paced environment. You will be the single point of contact via phone, chat, and walk-up, guiding users through troubleshooting and ticketing processes.

You will use ServiceNow to manage tickets, follow incident management procedures, and escalate issues as needed. The role emphasizes timely communication and adherence to SLAs within a collaborative team.