Bilingual Service Desk Analyst (EN/ES) — Windows Support

HCLTech

Morrisville (NC)

On-site

USD 42,000 - 54,000

Full time

3 days ago

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Benefits offered by this job

Medical, dental, vision coverage

401(k) retirement plan

Paid time off (PTO)

Job summary

HCLTech in Morrisville, NC is seeking an IT Help Desk Specialist to diagnose and resolve hardware, software and network issues via phone, email, and chat. You will route tickets to higher-level teams, manage vendor relationships, and document resolutions in the incident system.

Responsibilities include user account provisioning, remote desktop support, and basic network troubleshooting. A 2–3 year background in help desk with bilingual English/Spanish is expected, with strong customer service

Qualifications

2-3 years of help desk, voice customer service, and support experience.
Bilingual in English and Spanish; strong problem solving.
Experience with Windows OS and standard Office apps.

Responsibilities

Provide L1 hardware/software/network problem diagnosis and resolution by phone/email/chat.
Route issues to internal 2nd/3rd level IT support; manage tickets to closure.
Administer user accounts and use ITSM to document incidents.
Provide remote desktop support and basic network troubleshooting.
Escalate complex problems to appropriate specialists.