Bilingual IT Support Analyst

HCL Technologies Limited; United States; On-site; USD 42,000 - 64,000; Full time

Job summary

HCL Technologies Limited is seeking a bilingual IT Support Analyst to provide first-level IT support to English and Spanish-speaking users. This full-time role diagnoses and resolves technical issues via phone, email, and chat while ensuring timely incident documentation and resolution.

The ideal candidate will have experience in helpdesk environments, strong Windows proficiency, and familiarity with Active Directory and ITSM ticketing tools. Fluency in English and Spanish is required.

Qualifications

• Experience in technical helpdesk or call center environments.
• Strong knowledge of Windows OS and related software.
• Familiarity with Active Directory and ITSM ticketing tools.
• Ability to provide remote desktop support and troubleshoot client software.

Responsibilities

• Provide hardware, software, and network problem diagnosis and resolution for end users via multiple channels.
• Administer user accounts provisioning and coordinate with vendors and internal teams.
• Document and manage incidents using the Incident Management System and ensure timely closure.

Skills

Helpdesk experience

Windows proficiency

Active Directory

ITSM ticketing

Bilingual English/Spanish

Job description

Providing first-level IT support to English and Spanish-speaking users, the full-time Bilingual IT Support Analyst will diagnose and resolve technical issues via phone, email, and chat while ensuring timely incident documentation and resolution.

Key Responsibilities

• Provide hardware, software, and network problem diagnosis and resolution for end users through various communication channels
• Administer user account provisioning and manage relationships with vendors and internal support teams
• Utilize the Incident Management System to document and manage problems, ensuring follow-up until closure

Required Qualifications

• Experience in technical helpdesk or call center environments
• Proficiency with Windows operating systems and related software applications
• Knowledge of Active Directory and ITSM ticketing tools
• Ability to provide remote desktop support and troubleshoot client software issues
• Fluency in both English and Spanish