Senior Help Desk Analyst

• Provide Tier 2 and Tier 3 support for business systems, including AI platforms and related tools.
• Troubleshoot, diagnose, and resolve complex technical issues across hardware, software, and networks.
• Support all levels of the organization, including executive leadership, with professionalism and discretion.
• Configure, maintain, and optimize AI-driven applications to improve workflows and operations.
• Collaborate with internal teams to implement and integrate new technologies.
• Document issues, resolutions, and system configurations to build a strong knowledge base.
• Mentor and guide junior helpdesk team members.
• Ensure compliance with security and data privacy standards when handling sensitive information.
• Provide high-quality support to both English- and Spanish-speaking users.

You'll be the go-to expert for troubleshooting complex technical issues and ensuring a seamless experience for everyone in the company-from frontline teams to executives. This position is ideal for someone who's passionate about solving problems, thrives in a fast-paced environment, and is equally comfortable explaining solutions to senior leadership or coaching junior technicians.

Because of our diverse team and customer base, fluency in both Spanish and English is essential., * Bilingual fluency in Spanish and English (written and spoken).

• 5+ years of experience in helpdesk, technical support, or IT systems roles.
• Strong expertise in business system support, particularly AI platforms and tools.
• Proven experience troubleshooting Windows, macOS, and mobile environments.
• Knowledge of networking fundamentals (TCP/IP, DNS, VPNs, etc.).
• Experience with cloud platforms such as Azure, AWS, or Google Cloud.
• Excellent communication and customer service skills, especially when supporting executives.
• Strong organizational and documentation abilities.

Preferred Extras

• Certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate.
• Hands-on experience with AI/ML tools such as Microsoft Copilot, ChatGPT integrations, or enterprise-level AI solutions.
• Familiarity with ITIL processes and best practices.
• Previous experience in a bilingual technical support environment.