Bilingual IT Service Desk Analyst — Remote (Spanish/English)

CAI; Frankfort (KY); Remote; USD 20,000 - 29,000; Full time

Benefits offered by this job

Remote work

Medical, dental, vision

401k

Job summary

CAI is seeking a Bilingual (Spanish/English) Service Desk Analyst to support associates and vendors with Level 1 technical assistance. This remote, full-time role requires availability weekdays from 4:00am to 12:30pm EST and entails handling tickets via phone, email, or chat, with strong emphasis on customer service and timely resolution.

The candidate should have at least 6 months in a service desk or related role, 6 months in customer service, a high school diploma, and fluent English/Spanish

Qualifications

• Minimum 6 months experience in a Service Desk or technical support role.
• Minimum 6 months of customer service experience in a professional industry.
• High School Diploma or GED; bilingual in English and Spanish (written and spoken).

Responsibilities

• Provide General IT end-user support.
• Interact via phone, email, chat with customers to identify and diagnose issues.
• Perform first level support including password resets and remote hardware/software troubleshooting.
• Document and escalate issues with clear notes and follow documented processes.
• Record, categorize, and close all tickets.
• Prioritize issues by impact and urgency to meet targets.
• Maintain knowledge of Service Desk procedures and products.

Skills

Bilingual in English/Spanish

Service Desk experience

Customer service experience

Troubleshooting

Documentation skills

Strong communication

Education

High School Diploma or GED

Job description

CAI is seeking a Bilingual (Spanish/English) Service Desk Analyst to support associates and vendors with Level 1 technical assistance. This remote, full-time role requires availability weekdays from 4:00am to 12:30pm EST and entails handling tickets via phone, email, or chat, with strong emphasis on customer service and timely resolution.

The candidate should have at least 6 months in a service desk or related role, 6 months in customer service, a high school diploma, and fluent English/Spanish