Remote Bilingual IT Help Desk Analyst (Spanish/English)

CAI; Madison (WI); Remote; USD 20,000 - 29,000; Full time

Benefits offered by this job

Remote work

Medical, dental, vision coverage

401k retirement plan

Job summary

CAI is seeking a Bilingual (Spanish/English) Service Desk Analyst to provide Level 1 IT support for English- and Spanish-speaking users. This is a full-time remote role with a morning shift from 4:00am to 12:30pm EST.

You will handle end-user requests via phone, email or chat, reset passwords, troubleshoot hardware and software, document tickets, and escalate when needed. Strong bilingual communication and customer service are essential for success at CAI.

Qualifications

• Minimum 6 months experience in a Service Desk or technical support role.
• Minimum 6 months of customer service experience in a professional setting.
• Bilingual in English and Spanish (written and spoken).
• Ability to work 4:00am–12:30pm EST on weekdays.

Responsibilities

• Provide general IT end-user support.
• Deliver excellent customer service and meet expectations.
• Interact via phone, email, chat with customers to diagnose issues.
• Provide first-level support including password resets and remote hardware/software troubleshooting.
• Document issues and escalate unresolved items with proper notes.
• Follow documented processes to resolve issues and close tickets.
• Maintain ticket recording, categorization, and timely closure.
• Prioritize issues by impact and urgency.
• Contribute to process improvements and service quality.

Skills

Service Desk experience

Customer Service

Bilingual English/Spanish

Shift availability

Troubleshooting

Documentation

Attention to detail

Work Ethic

Problem Solving

Solution oriented

Education

High School Diploma or GED

Job description

CAI is seeking a Bilingual (Spanish/English) Service Desk Analyst to provide Level 1 IT support for English- and Spanish-speaking users. This is a full-time remote role with a morning shift from 4:00am to 12:30pm EST.

You will handle end-user requests via phone, email or chat, reset passwords, troubleshoot hardware and software, document tickets, and escalate when needed. Strong bilingual communication and customer service are essential for success at CAI.