Remote Bilingual Service Desk Analyst - Spanish/English

CAI; Hartford (CT); Remote; USD 49,594,000 - 57,859,000; Full time

Job summary

CAI is seeking a Bilingual (Spanish/English) Service Desk Analyst to provide Level 1 IT support remotely. The role is full-time and offers remote work flexibility. You will assist English- and Spanish-speaking users via phone, email, or chat, delivering timely, accurate solutions.

Responsibilities include password resets, remote hardware/software troubleshooting, ticket documentation, and escalation as needed. Strong customer service and communication skills are essential.

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 oral).
• Strong troubleshooting and documentation skills.
• Excellent customer service and communication skills.
• Able to work weekdays 9:30am–6:00pm or 10:30am–7:00pm EST.

Responsibilities

• Provide General IT end-user support via phone, email, or chat.
• Reset passwords and troubleshoot hardware remotely; assist with software as needed.
• Accurately record, categorize, and close tickets; escalate unresolved issues.
• Analyze issue severity and prioritize to meet targets and metrics.
• Maintain knowledge of Service Desk procedures and product offerings.
• Collaborate with team leads to improve processes and customer experience.

Skills

Bilingual Spanish/English

Service desk experience

Customer service

Technical support

Documentation skills

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. The role is full-time and offers remote work flexibility. You will assist English- and Spanish-speaking users via phone, email, or chat, delivering timely, accurate solutions.

Responsibilities include password resets, remote hardware/software troubleshooting, ticket documentation, and escalation as needed. Strong customer service and communication skills are essential.