IT Help Desk Analyst

Seeking a Bilingual (Spanish/English) IT Help Desk Analyst to provide Tier 1 technical support to internal employees and external customers. The role involves handling a high volume of calls, troubleshooting common IT issues, managing support tickets, and delivering excellent customer service in a call center environment., * Answer incoming help desk calls and provide technical support.

• Troubleshoot issues related to:

• Microsoft Outlook

• Microsoft Office Suite

• Windows 7 and Windows 10

• Basic hardware and connectivity problems

Create, update, and manage support tickets.

Escalate unresolved issues to Tier 2 support, vendors, or management.

Monitor ticket queues and follow up until issues are resolved.

Assist external customers with:

• Website access issues
• Password resets
• Online account management
• Mobile Driver''s License (mDL) support

Document issues, resolutions, and customer interactions.

• Spanish language proficiency (speaking and assisting customers).
• Minimum 2 years of IT Help Desk/Desktop Support experience.
• Experience supporting Microsoft Outlook, MS Office, Windows 7, and Windows 10.
• At least 6 months of customer service or call center experience.
• Knowledge of Apple iOS devices.
• Strong communication and problem-solving skills.

Preferred Education

• Vocational/Technical Degree in Computer Applications, Computer Technology, or a related field., * Has both IT Help Desk and Call Center experience.
• Comfortable handling a high volume of calls.
• Strong customer service skills.
• Experienced with ticket management and issue escalation.
• Able to communicate effectively in both English and Spanish.

Must-Have Skills

Bilingual Spanish/English IT Help Desk Support (2+ years) Call Center Experience Windows 7/10 Support Microsoft Outlook & Office Support Ticket Management Apple iOS Knowledge Customer Service Skills