Remote Bilingual Service Desk Analyst (Spanish/English)

CAI; Santa Fe (NM); Remote; USD 20,000 - 29,000; Full time

Job summary

CAI is seeking a Bilingual (Spanish/English) Service Desk Analyst to provide Level 1 IT support for English and Spanish users. This role handles phone, email, or chat requests and delivers customer-focused technical assistance.

The position is full-time and remote, with work hours aligning to EST. Candidates should have baseline service desk experience, strong communication, and solid documentation skills, and be able to diagnose common PC, software, and device issues.

Qualifications

• Bilingual in English and Spanish (written and oral).
• Minimum 6 months experience in a Service Desk or technical support role.
• Minimum 6 months of customer service experience in a professional setting.
• High School Diploma or GED required.
• Strong troubleshooting and documentation skills.
• Excellent customer service and communication skills.

Responsibilities

• Provide general IT end-user support via phone, email, chat.
• Diagnose and resolve common technical issues; escalate appropriately.
• Record, categorize, and close service tickets.
• Maintain knowledge of Service Desk procedures, products, and services.
• Work with customers to meet performance metrics and targets.

Skills

Bilingual English/Spanish

Customer service

Troubleshooting

Documentation

Communication skills

Problem-solving

Detail-oriented

EST hours availability

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 for English and Spanish users. This role handles phone, email, or chat requests and delivers customer-focused technical assistance.

The position is full-time and remote, with work hours aligning to EST. Candidates should have baseline service desk experience, strong communication, and solid documentation skills, and be able to diagnose common PC, software, and device issues.