IT Service Desk Analyst (Bilingual/Spanish)

IMPACT Technology Recruiting; Tempe (AZ); Hybrid; USD 45,000 - 65,000; Full time

Job summary

IMPACT Technology Recruiting seeks a bilingual (Spanish) Service Desk Analyst to provide first-line IT support. The role is hybrid, with onsite work in Tempe, AZ four days per week and one day remote, from 7am to 4pm, Monday through Friday.

You will troubleshoot hardware, software, and network issues, log tickets, escalate complex problems, and document solutions while delivering excellent customer service in both English and Spanish.

Qualifications

• 1–3 years of IT support or customer service experience.
• Entry-level IT certifications (CompTIA A+, ITF+, or similar)
• Basic knowledge of Windows and/or macOS
• Strong communication and customer service skills

Responsibilities

• Serve as the first contact for users seeking technical assistance via phone, email, chat, or ticketing system
• Log, track, prioritize, and resolve service desk tickets in accordance with SLA guidelines
• Troubleshoot basic hardware issues (desktops, laptops, peripherals, printers)
• Assist with user account management (password resets, access requests, basic permissions)
• Support basic network connectivity issues (Wi-Fi, VPN)
• Escalate unresolved or complex issues to Service Desk II or other IT teams as appropriate
• Document solutions, procedures, and troubleshooting steps in the knowledge base
• Follow IT policies, security standards, and best practices
• Always maintain a high level of customer service and professionalism

Skills

IT support

Customer service

Bilingual Spanish

Windows

MacOS

Ticketing system

Communication skills

Tools

Ticketing system

Job description

The Bilingual (Spanish) Service Desk Analyst is an IT support role responsible for providing technical assistance to end users. This position serves as the initial point of contact for IT-related issues, troubleshooting basic hardware, software, and network problems while delivering excellent customer service.

• This position is onsite 4-days per week in Tempe, AZ (1 day remote)
• The working hours are 7am - 4pm, Monday - Friday
• Must be Bilingual (Spanish)

Key Responsibilities

• Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing system
• Log, track, prioritize, and resolve service desk tickets in accordance with SLA guidelines
• Troubleshoot basic hardware issues (desktops, laptops, peripherals, printers)
• Assist with user account management (password resets, access requests, basic permissions)
• Support basic network connectivity issues (Wi-Fi, VPN)
• Escalate unresolved or complex issues to Service Desk II or other IT teams as appropriate
• Document solutions, procedures, and troubleshooting steps in the knowledge base
• Follow IT policies, security standards, and best practices
• Always maintain a high level of customer service and professionalism

Required Qualifications

• 1–3 years of IT support or customer service experience.
• Entry-level IT certifications (CompTIA A+, ITF+, or similar)
• Basic knowledge of Windows and/or macOS operating systems
• Strong communication and customer service skills