Bilingual IT Service Desk Analyst (L1)

Auxis; Colorado; On-site; USD 45,000 - 70,000; Full time

Benefits offered by this job

Health benefits

Asociacion Solidarista

Training and development programs

Employee recognition program

Paid time off and family-paid leave

Birthday leave

Job summary

Auxis is seeking a Service Desk Analyst (L1) in Colorado to provide initial IT support, handle tickets, and ensure quick resolutions with high customer satisfaction. The role involves phone, chat, and email-based assistance, with escalation to Tier 2/3 when needed, and collaboration with cross-functional teams.

The ideal candidate will have ITIL knowledge, solid ticketing experience, and familiarity with remote support tools.

Qualifications

• Experience with ITIL practices and incident management.
• Ability to manage and close tickets efficiently.
• Basic troubleshooting for hardware, software, and networks.

Responsibilities

• Manage the Incident and Request Queue for Auxis clients.
• Serve as first point of contact via phone, chat, or email.
• Provide guidance and troubleshooting to users for tier 1 issues.
• Escalate complex issues to tier 2/3 support.
• Maintain accurate case records and SLA adherence.
• Update Knowledge Base and support documentation as needed.
• Communicate resolutions clearly to customers.
• Assist with POS systems when applicable to the account.

Skills

ITIL

Ticketing

Remote support

Customer service

Networking basics

Education

High school diploma

Pursuing CS/IT degree

Tools

RDP

TeamViewer

AnyDesk

Job description

Auxis is seeking a Service Desk Analyst (L1) in Colorado to provide initial IT support, handle tickets, and ensure quick resolutions with high customer satisfaction. The role involves phone, chat, and email-based assistance, with escalation to Tier 2/3 when needed, and collaboration with cross-functional teams.

The ideal candidate will have ITIL knowledge, solid ticketing experience, and familiarity with remote support tools.