Remote Bilingual IT Help Desk Analyst (English/Turkish)

CAI; Hagåtña (GU); Remote; USD 20,000 - 29,000; Part time

Benefits offered by this job

401k retirement account

Paid sick leave

Paid time off

Job summary

CAI is seeking a Part-Time Bilingual Service Desk Analyst (English/Turkish) to provide Level 1 IT support for English and Turkish users. The role is remote, weekdays from 12:30am to 4:30am EST, enabling international coverage.

You will handle password resets, hardware and software troubleshooting, and ticket documentation while delivering friendly, customer-focused service. Prior service desk and bilingual communication experience are preferred.

Qualifications

• Minimum 6-12 months experience in a Service Desk role and/or technical support role.
• Minimum 6-12 months of customer service experience in a professional industry.
• High School Diploma or GED.
• Bilingual in English and Turkish languages (both written and oral).
• Strong troubleshooting and documentation skills.
• Excellent customer service skills.
• Strong communication skills (written and oral).
• Excellent work ethic.
• Problem-solving skills.
• Ability to work part-time weekdays from 12:30am - 4:30am EST.

Responsibilities

• Provide General IT end-user support.
• Interact via telephone, e-mail, chat and one on one with customers to identify and diagnose technical issues and problems.
• Provide first level support including but not limited to: resetting passwords, troubleshooting hardware remotely (Laptops, iPads, Desktops, Printers, etc.), troubleshooting software (proprietary software and other applications utilized by the client), and other "how-to" questions.
• Properly escape unresolved issues to the next level of support with strong supporting documentation.
• Following documented processes to resolve customer issues.
• Ensure proper recording, categorization, documentation, and closure of all tickets.
• Analyze the impact and urgency of customer’s issues and prioritize appropriately.
• Recommend procedure modifications or improvements.
• Drive positive results in Customer Experience through timely responses and professional interaction.
• Demonstrate self‑direction in meeting targets for performance metrics to achieve daily individual work goals and team monthly metrics.
• Preserve and grow your knowledge of Service Desk procedures, products, and services.
• May perform other job duties as directed by Team Lead or Service Delivery Leader.

Skills

Bilingual English/Turkish

Service desk

Customer service

Documentation

Troubleshooting

Communication skills

Attention to detail

Problem solving

Teamwork

Education

High School Diploma or GED

Job description

CAI is seeking a Part-Time Bilingual Service Desk Analyst (English/Turkish) to provide Level 1 IT support for English and Turkish users. The role is remote, weekdays from 12:30am to 4:30am EST, enabling international coverage.

You will handle password resets, hardware and software troubleshooting, and ticket documentation while delivering friendly, customer-focused service. Prior service desk and bilingual communication experience are preferred.