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

CAI; Olympia (WA); Remote; USD 20,000 - 29,000; Full time

Job summary

CAI is seeking a bilingual Service Desk Analyst to support US-based users remotely. The role requires Spanish/English communication and provides Level 1 IT support via phone, email, or chat.

You will troubleshoot hardware and software, reset passwords, document issues, and ensure tickets are properly tracked while delivering strong customer service. EST hours apply; remote full-time position with cross-team collaboration.

Qualifications

• Minimum 6 months experience in a Service Desk role and/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 languages (both written and oral).
• Strong troubleshooting and documentation skills.
• Excellent customer service skills.
• Strong attention to detail and strong communication skills (both written and oral).
• Excellent work ethic.
• Problem-solving skills.
• Solution driven.
• Ability to work weekdays from 9:30am - 6:00pm or 10:30am – 7:00pm EST.

Responsibilities

• Provide General IT end-user support.
• Interact via telephone, e-mail, chat and one on one with customers to identify and diagnose technical issues and problems.
• Provide first level support including but not limited to: resetting passwords, troubleshooting hardware remotely, troubleshooting software, and other “how-to” questions.
• Properly escape unresolved issues to the next level of support with strong supporting documentation.
• Following documented processes to resolve customer issues.
• Ensure proper recording, categorization, documentation, and closure of all tickets.
• Analyze the impact and urgency of customer’s issues and prioritize appropriately.
• Recommend procedure modifications or improvements.
• Drive positive results in Customer Experience through timely responses and professional interaction.
• Demonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals and team monthly metrics.
• Preserve and grow your knowledge of Service Desk procedures, products, and services.
• May perform other job duties as directed by Team Lead or Service Delivery Leader.

Skills

Bilingual Spanish-English

Customer service

Troubleshooting

Documentation

Education

High School Diploma or GED

Job description

CAI is seeking a bilingual Service Desk Analyst to support US-based users remotely. The role requires Spanish/English communication and provides Level 1 IT support via phone, email, or chat.

You will troubleshoot hardware and software, reset passwords, document issues, and ensure tickets are properly tracked while delivering strong customer service. EST hours apply; remote full-time position with cross-team collaboration.