Bilingual Level 2 Service Desk Analyst (English and Spanish)

Buchanan Technologies

Atlanta (GA)

Hybrid

USD 52,000 - 78,000

Full time

15 hours ago

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Job summary

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.

Qualifications

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.

Responsibilities

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.

Skills

Bilingual English/Spanish

Customer service

Troubleshooting

Written and verbal communication

Teamwork and independence

Shift adaptability

Mentoring junior analysts

Education

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

Job description

Service Desk Analyst | Level 2 (Bilingual English/Spanish)

Location: Atlanta, Georgia-Hybrid/Onsite

Employment Type: Full-time

Total number of positions: 2

Position A Scheduling: 6:00 a.m.–2:30 p.m. Eastern Time; meal break at 11:30 a.m.
Position B Scheduling: 11:00 a.m.–7:30 p.m. Eastern Time; meal break at 1:00 p.m.

About the Role

Buchanan Technologies is seeking experienced, customer-focused Level 2 Service Desk Analysts who can provide technical support in English and Spanish. These positions handle incoming support requests and escalations from Level 1, applying independent troubleshooting and sound judgment to restore service and keep users informed.

You will support users through phone, chat, email, remote support tools, and onsite interactions.

Key Responsibilities

Customer Service

Deliver friendly, professional, and empathetic support in English and Spanish.
Explain technical issues and solutions clearly to users with varying levels of technical knowledge.
Manage expectations, provide timely updates, and take ownership of issues through resolution.
Remain calm and effective when supporting time-sensitive business needs.

Level 2 Technical Support

Independently investigate and resolve escalated hardware, software, account access, email, printing, and connectivity issues.
Support Windows endpoints, Microsoft 365 applications, mobile devices, and common business applications.
Troubleshoot Microsoft 365 sign-in and application issues, Outlook profiles, multifactor authentication, VPN connections, and user access.
Perform authorized account and access administration in Active Directory and Microsoft Entra ID, following approval and security procedures.
Use diagnostic tools, logs, remote support tools, and knowledge resources to identify causes and implement appropriate fixes.
Distinguish endpoint issues from broader network, application, or infrastructure incidents.
Escalate issues requiring specialist access or expertise with clear documentation of symptoms, business impact, troubleshooting steps, and findings.
Provide onsite troubleshooting and coordinate equipment and peripheral support as needed.

Incident and Request Management

Prioritize incidents and requests based on business impact, urgency, and service level requirements.
Maintain accurate ticket records, including troubleshooting steps, user communications, and resolutions.
Meet service objectives for responsiveness, resolution, quality, and customer satisfaction.
Recognize recurring issues and potential service disruptions, and engage the appropriate teams.
Follow established incident, request, change, and security procedures.

Team Collaboration and Improvement

Guide Level 1 analysts through troubleshooting and share practical knowledge.
Create and maintain knowledge articles, troubleshooting guides, and documented resolutions.
Coordinate with infrastructure, application, network, and security teams.
Provide clear shift handoffs to maintain continuity of support.
Identify opportunities to reduce repeat incidents and improve service delivery.

Required Qualifications

High school diploma or equivalent.
Bilingual proficiency in English and Spanish, with the ability to provide clear verbal and written technical support in both languages.
At least two years of hands‑on service desk or IT support experience, including independently resolving issues beyond basic scripted troubleshooting.
Demonstrated experience supporting Windows endpoints and Microsoft 365 in a professional environment.
Working knowledge of Active Directory or Microsoft Entra ID, account administration, authentication, and access troubleshooting.
Practical troubleshooting experience with VPN, remote access, printers, peripherals, and networking concepts such as DNS, DHCP, TCP/IP, and Wi‑Fi.
Experience using an IT Service Management platform to document, prioritize, and manage tickets.
Strong customer service, written communication, and verbal communication skills.
Ability to investigate unfamiliar issues, recognize when escalation is needed, and document findings clearly.
Ability to work independently and collaboratively across support teams.
Ability to work onsite in Atlanta Monday through Friday during one of the listed shifts.

Preferred Qualifications

Experience in a managed services or multi‑client support environment.
Associate’s or bachelor’s degree in Information Technology, Computer Science, or a related field.
CompTIA A+, Network+, ITIL Foundation, Microsoft certifications, or equivalent credentials.
Experience with endpoint management tools such as Microsoft Intune.
Familiarity with iOS and Android support.
Experience mentoring junior analysts or developing knowledge articles.
Basic PowerShell skills for approved troubleshooting and support tasks.

Since Buchanan’s inception over 30 years ago, we have operated on five core values: People Matter, Customers Matter, Principles Matter, Community Matters, and Every Interaction Matters. These values are reflected across the company, from employee relations to client service delivery, corporate social responsibility initiatives, and beyond.

Why Work at Buchanan?

Buchanan Technologies offers a professional, collaborative work environment, competitive compensation, and career‑development programs designed to strengthen employees’ skills and support advancement. Team members are encouraged to contribute ideas, take ownership of their work, and build careers in which strong performance is recognized.

Things We Are Passionate About

We are passionate about providing top‑tier technology services to our customers and clients while fostering a culture of continuous learning for our employees. We are a people‑centric company focused on growth and diversity across our workforce. Come join us and let’s build something amazing together.