Remote Bilingual IT Help Desk Analyst - Spanish/English

CAI; Denver (CO); Remote; USD 20,000 - 29,000; Full time

Job summary

CAI is seeking a Bilingual (Spanish/English) Service Desk Analyst to provide Level 1 IT support remotely to English and Spanish-speaking users. You will handle tickets via phone, chat, and email, diagnose issues, and escalate when needed.

The role is full-time and remote, with schedule options covering EST hours. Requirements include at least 6 months in a service desk or tech support, bilingual English/Spanish, strong documentation and customer service skills.

Qualifications

• Minimum 6 months experience in a Service Desk or technical support role.
• Minimum 6 months of customer service experience in a professional industry.
• High School Diploma or GED.
• Bilingual in English and Spanish (written and oral).
• Strong troubleshooting and documentation skills.
• Excellent customer service skills.
• Strong attention to detail and communication skills.
• Excellent work ethic.
• Problem-solving skills.
• Ability to work Weekdays 9:30am-6:00pm or 10:30am-7:00pm EST.

Responsibilities

• Provide General IT end-user support.
• Interact via phone, email, chat with customers to identify and diagnose issues.
• Provide first-level support: password resets, remote hardware/software troubleshooting.
• Document and escalate unresolved issues with thorough notes.
• Follow documented processes to resolve issues and close tickets.
• Record, categorize, and close all tickets accurately.
• Analyze impact/urgency and prioritize accordingly.
• Suggest process improvements to enhance service quality.
• Maintain knowledge of Service Desk procedures, products and services.
• May perform other duties as assigned by Team Lead or Service Delivery Leader.

Skills

Bilingual in English/Spanish

Customer service

Troubleshooting

Documentation

Communication

Attention to detail

Work ethic

Problem solving

Time management

Education

High School Diploma or GED

Associate degree preferred

Job description

CAI is seeking a Bilingual (Spanish/English) Service Desk Analyst to provide Level 1 IT support remotely to English and Spanish-speaking users. You will handle tickets via phone, chat, and email, diagnose issues, and escalate when needed.

The role is full-time and remote, with schedule options covering EST hours. Requirements include at least 6 months in a service desk or tech support, bilingual English/Spanish, strong documentation and customer service skills.