Hybrid IT Service Desk Analyst II - Bilingual

Northbridge-University; San Juan (PR); Hybrid; USD 38,000 - 52,000; Full time

Benefits offered by this job

401(k) with Employer Match

Paid Time Off

Educational and Professional Develop.

Job summary

Northbridge University operates a geographically diverse, virtual Service Desk providing expert IT support to students, faculty, and administrative staff. The IT Service Desk Analyst II serves as a Tier 2 technical contact, mentors junior staff, and may lead initiatives within their area of expertise.

Support may be remote or on-site depending on the situation. The role requires a Bachelor's in IT/CS, 3+ years of experience in desktop support, and fluency in English and Spanish.

Qualifications

• Bachelor's degree in IT or CS required.
• Proficient reading/writing/speaking in English and Spanish.
• Minimum of 3 years of desktop support, network maintenance, and design experience.
• Hybrid work schedule based in San Juan, Puerto Rico office.

Responsibilities

• Monitor and triage Help Desk tickets; provide expert-level support to students, faculty and staff.
• Mentor junior staff and lead initiatives within area of expertise.
• Act as technical lead for LMS, CRM, cybersecurity, and endpoint management.
• Provide end-user support and remote hands for system administrators or engineers.
• Coordinate with departments and vendors to ensure service delivery within SLAs.
• Document resolutions and escalate issues as needed.

Skills

Analytical skills

Problem solving

Verbal communication

Written communication

Bilingual English/Spanish

Education

Bachelor's degree in Information Technology or Computer Science

Job description

Northbridge University operates a geographically diverse, virtual Service Desk providing expert IT support to students, faculty, and administrative staff. The IT Service Desk Analyst II serves as a Tier 2 technical contact, mentors junior staff, and may lead initiatives within their area of expertise.

Support may be remote or on-site depending on the situation. The role requires a Bachelor's in IT/CS, 3+ years of experience in desktop support, and fluency in English and Spanish.