Remote Bilingual Service Desk Analyst (Spanish/English)

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

Benefits offered by this job

Medical, dental, vision insurance

401k retirement plan

Paid sick leave

Job summary

CAI is seeking a Bilingual (Spanish/English) Service Desk Analyst for remote support in the United States. The role requires handling Level 1 IT requests from English- and Spanish-speaking users, using phone, email, or chat, with hours 4:00am–12:30pm EST.

You will troubleshoot hardware and software, document issues, and escalate when needed while maintaining high customer service standards and ticket quality. This full-time remote position offers benefits and opportunities to grow.

Qualifications

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

Responsibilities

• Provide Level 1 IT end-user support via phone, email, or chat.
• Deliver bilingual support in Spanish and English.
• Resolve password resets and basic hardware/software issues.
• Accurately record and close tickets.
• Prioritize issues by impact and urgency.
• Escalate unresolved issues with thorough documentation.
• Follow documented processes and contribute to knowledge base.
• Maintain knowledge of services and tools.
• Collaborate with Team Lead and Service Delivery Leader as needed.

Skills

Bilingual in English & Spanish

Service Desk experience

Customer service

Troubleshooting

Documentation

Communication skills

Attention to detail

Work ethic

Problem solving

Solution driven

Education

High School Diploma or GED

Job description

CAI is seeking a Bilingual (Spanish/English) Service Desk Analyst for remote support in the United States. The role requires handling Level 1 IT requests from English- and Spanish-speaking users, using phone, email, or chat, with hours 4:00am–12:30pm EST.

You will troubleshoot hardware and software, document issues, and escalate when needed while maintaining high customer service standards and ticket quality. This full-time remote position offers benefits and opportunities to grow.