Remote Bilingual Service Desk Analyst – Spanish/English

Computer Aid; Pennsylvania; Remote; USD 45,000 - 60,000; Full time

Benefits offered by this job

Remote work

Job summary

Computer Aid (CAI) seeks a bilingual Service Desk Analyst (Spanish/English) to deliver Level 1 technical support and customer service to users. The role is full-time and remote, serving both English- and Spanish-speaking customers via phone, email, or chat.

You will handle password resets, basic hardware/software troubleshooting, and documentation, escalating complex issues while maintaining service levels and quality interactions.

Qualifications

• Minimum 6 months experience in a Service Desk or technical support role.
• Minimum 6 months of customer service experience in a professional industry.
• Bilingual in English and Spanish (written and oral).

Responsibilities

• Provide General IT end-user support.
• Interact via phone, email, chat with customers to identify and diagnose issues.
• Provide first level support including password resets and remote troubleshooting.
• Elevate unresolved issues with documentation to next level of support.
• Record, categorize, document, and close all tickets.
• Prioritize issues by impact and urgency while meeting targets.
• Maintain knowledge of Service Desk procedures, products, and services.

Skills

Customer service

Troubleshooting

Documentation

Bilingual (English/Spanish)

Communication

Attention to detail

Education

High School Diploma or GED

Job description

Computer Aid (CAI) seeks a bilingual Service Desk Analyst (Spanish/English) to deliver Level 1 technical support and customer service to users. The role is full-time and remote, serving both English- and Spanish-speaking customers via phone, email, or chat.

You will handle password resets, basic hardware/software troubleshooting, and documentation, escalating complex issues while maintaining service levels and quality interactions.