Bilingual IT Service Desk Analyst (Tier 1)

Northbridge-University; San Juan (PR); On-site; USD 42,000 - 56,000; Full time

Job summary

Northbridge University provides a Service Desk where IT technicians handle phone inquiries, triage tickets, and conduct on-site user visits. An IT Service Desk Analyst I delivers broad technical support to students, faculty, and staff, including provisioning, upgrades, and cybersecurity assistance as a Tier 1 resource.

The ideal candidate has an Associate degree in IT or CS, is fluent in English and Spanish, and has at least 1 year of desktop support experience with strong analytical and

Qualifications

• Must be able to read, write, and speak English and Spanish.
• Minimum of 1 year of experience and/or training that includes desktop support, network maintenance, and design.
• Excellent analytical and problem-solving skills.
• Strong verbal and written communication skills.

Responsibilities

• Answer support phones and monitor the ticketing system, triaging and solving problems.
• Extract a prioritized ticket and take appropriate action to resolve client issues.
• Provide technical guidance, advice, and training to system users.
• Build and maintain positive, constructive partnering relationships with the campus community.
• Perform IT production support for assigned area(s) according to documented processes.
• Perform desk-side support for end-users and provide local "remote hands" when required by engineers.
• Interact with students, faculty, and administrative staff, supporting all aspects of infrastructure and classroom and meeting room technology in their environment.
• Coordinate computer support activities with multiple user departments and internal teams, as well as third-party vendors.
• Manage and coordinate vendors for the successful delivery of technology services in support of business needs.
• Log all customer interactions, filling out detailed information in tickets and documenting resolutions.

Education

Associate degree IT/CS

Job description

Northbridge University provides a Service Desk where IT technicians handle phone inquiries, triage tickets, and conduct on-site user visits. An IT Service Desk Analyst I delivers broad technical support to students, faculty, and staff, including provisioning, upgrades, and cybersecurity assistance as a Tier 1 resource.

The ideal candidate has an Associate degree in IT or CS, is fluent in English and Spanish, and has at least 1 year of desktop support experience with strong analytical and