Bilingual IT Service Desk Analyst I: Frontline Tech Support

Northbridge University; San Juan (PR); Hybrid; USD 40,000 - 48,000; Full time

Job summary

Northbridge University in San Juan, Puerto Rico, seeks an IT Service Desk Analyst I to provide broad technical support for students, faculty, and staff. You will handle provisioning, upgrades, cybersecurity help, and troubleshooting as a Tier 1 resource, while answering phones, triaging tickets, and visiting users as needed.

The role emphasizes first‑line defense for computing problems and requires strong analytical and communication skills, plus ability to work with diverse campus stakeholders

Qualifications

• Associate degree in IT, CS or related field.
• 1 year of desktop support, network maintenance experience.
• Ability to read/write/speak English and Spanish.
• Strong analytical and problem‑solving skills.
• Excellent verbal and written communication.

Responsibilities

• Answer support phones and monitor ticketing system, triaging and solving problems.
• Extract a prioritized ticket and take action to resolve client issues.
• Provide technical guidance and training to system users.
• Build and maintain positive relationships with campus community.
• Perform IT production support for assigned areas per documented processes.
• Provide desk-side support and remote hands as required by engineers.
• Coordinate computer support with multiple user departments and vendors.
• Log customer interactions with detailed ticket documentation.
• Manage vendors for technology services delivery.

Skills

Analytical thinking and problem‑solv

Verbal and written communication

Bilingual English/Spanish

Customer service oriented

Team collaboration

Ticketing system experience

Education

Associate degree in IT or related field

Tools

Ticketing system

Job description

Northbridge University in San Juan, Puerto Rico, seeks an IT Service Desk Analyst I to provide broad technical support for students, faculty, and staff. You will handle provisioning, upgrades, cybersecurity help, and troubleshooting as a Tier 1 resource, while answering phones, triaging tickets, and visiting users as needed.

The role emphasizes first‑line defense for computing problems and requires strong analytical and communication skills, plus ability to work with diverse campus stakeholders