Remote Bilingual IT Service Desk Analyst (Spanish/English)

CAI; Atlanta (GA); Remote; USD 20,000 - 29,000; Full time

Benefits offered by this job

Remote work

Job summary

CAI is seeking a Bilingual (Spanish/English) Service Desk Analyst to provide Level 1 IT support to English and Spanish speaking users in a remote, full-time capacity. The role handles requests via phone, email, or chat and requires strong customer service skills.

Responsibilities include troubleshooting hardware and software, documenting issues, and following established processes to close tickets while maintaining knowledge of CAI's services.

Qualifications

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

Responsibilities

• Provide general IT end-user support.
• Exceed customers' expectations with service.
• Diagnose technical issues via phone, email, chat.
• Provide first-level support including password resets and remote troubleshooting.
• Escalate unresolved issues with documentation.
• Record, categorize, and close tickets.
• Prioritize issues by impact and urgency.
• Suggest procedure improvements.
• Support customer experience with timely responses.
• Maintain knowledge of Service Desk procedures and services.
• May perform other duties as directed.

Skills

Bilingual Spanish/English

Customer service

Troubleshooting

Documentation

Communication

Education

High School Diploma or GED

Job description

CAI is seeking a Bilingual (Spanish/English) Service Desk Analyst to provide Level 1 IT support to English and Spanish speaking users in a remote, full-time capacity. The role handles requests via phone, email, or chat and requires strong customer service skills.

Responsibilities include troubleshooting hardware and software, documenting issues, and following established processes to close tickets while maintaining knowledge of CAI's services.