Bilingual Level 2 Service Desk Analyst — EN/ES Support

Buchanan Technologies; Atlanta (GA); Hybrid; USD 52.000 - 78.000; Vollzeit

Zusammenfassung

Buchanan Technologies is seeking experienced Level 2 Service Desk Analysts fluent in English and Spanish to join our Atlanta team. You will handle escalations from Level 1, provide remote and onsite support, and ensure timely resolution while keeping users informed.

In this hybrid/onsite role, you will support Windows endpoints, Microsoft 365, VPN and AD/Microsoft Entra ID, document steps, and mentor junior analysts as needed. The schedule includes two shifts to cover the business day.

Qualifikationen

• High school diploma or equivalent.
• Bilingual English/Spanish with clear support ability.
• At least 2 years in service desk/IT support resolving issues beyond scripted troubleshooting.
• Experience supporting Windows endpoints and Microsoft 365.
• Knowledge of Active Directory or Microsoft Entra ID and account administration.
• Troubleshooting VPN, remote access, printers, peripherals, and networking (DNS/DHCP/TCP/IP/Wi‑Fi).
• Experience using an ITSM platform to document, prioritize, and manage tickets.
• Strong customer service and communication skills.
• Ability to work onsite in Atlanta during listed shifts, independently and with teams.

Aufgaben

• Deliver friendly, professional support in English and Spanish.
• Explain technical issues clearly to users with varying knowledge.
• Manage expectations, provide timely updates, own issues through resolution.
• Remain calm during time-sensitive business needs.
• Investigate and resolve escalated hardware, software, and access issues.
• Support Windows endpoints, Microsoft 365, mobile devices, and business apps.
• Troubleshoot sign-in, MFA, VPN, and user access; administer AD/Entra ID per security.
• Use diagnostic and remote tools; document findings and fixes.
• Distinguish endpoint issues from broader incidents; escalate with documentation.
• Provide onsite troubleshooting and coordinate equipment support.
• Prioritize incidents by impact; maintain accurate ticket records.
• Meet service objectives for responsiveness and resolution; follow procedures.
• Guide Level 1 analysts and create knowledge articles; handoffs between teams.

Kenntnisse

Bilingual English/Spanish

Customer service

Troubleshooting

Written and verbal communication

Teamwork and independence

Shift adaptability

Mentoring junior analysts

Ausbildung

Bachelor's or associate in IT/CS

CompTIA A+ / Network+ / ITIL Foundations

Microsoft certifications

Tools

Active Directory

Microsoft Entra ID

VPN

DNS

DHCP

TCP/IP

Wi‑Fi

Microsoft 365

Intune

ITSM platform

Remote support tools

Jobbeschreibung

Buchanan Technologies is seeking experienced Level 2 Service Desk Analysts fluent in English and Spanish to join our Atlanta team. You will handle escalations from Level 1, provide remote and onsite support, and ensure timely resolution while keeping users informed.

In this hybrid/onsite role, you will support Windows endpoints, Microsoft 365, VPN and AD/Microsoft Entra ID, document steps, and mentor junior analysts as needed. The schedule includes two shifts to cover the business day.