Remote Bilingual IT Service Desk Analyst - Spanish/English

CAI; Richmond (VA); Remote; USD 20,000 - 29,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401k retirement account access

Paid sick leave

Job summary

CAI in the United States is seeking a bilingual (Spanish/English) Service Desk Analyst to deliver Level 1 support to English and Spanish users. This remote, full-time role requires handling requests via phone, email, or chat and applying technical knowledge to resolve issues.

You will work weekdays from 4:00am to 12:30pm EST, provide end-user IT assistance, document tickets, and escalate when needed. The position emphasizes customer service, accurate troubleshooting, and a collaborative team

Qualifications

• Minimum 6 months experience in a Service Desk role.
• Minimum 6 months of customer service experience in a professional industry.
• High School Diploma or GED.
• Bilingual in English and Spanish languages (both written and oral).
• Ability to work weekdays from 4:00am - 12:30pm EST.
• Strong troubleshooting and documentation skills.
• Excellent customer service skills.
• Strong attention to detail and strong communication skills (both written and oral).
• Excellent work ethic.
• Problem-solving skills.
• Solution driven.

Responsibilities

• Provide General IT end-user support.
• Utilize excellent customer service skills and exceed customers’ expectations.
• 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.

Job description

CAI in the United States is seeking a bilingual (Spanish/English) Service Desk Analyst to deliver Level 1 support to English and Spanish users. This remote, full-time role requires handling requests via phone, email, or chat and applying technical knowledge to resolve issues.

You will work weekdays from 4:00am to 12:30pm EST, provide end-user IT assistance, document tickets, and escalate when needed. The position emphasizes customer service, accurate troubleshooting, and a collaborative team