Bilingual IT Service Desk Agent (English/Spanish)

We are seeking a Bilingual IT Service Desk Agent (English/Spanish) to provide technical support to end users in an enterprise environment. The ideal candidate will have experience troubleshooting hardware, software, and access issues while delivering excellent customer service through phone, chat, email, and ticketing systems.

This role serves as the first point of contact for IT support requests, resolving common technical issues and escalating complex problems when needed.

Responsibilities:

• Provide Tier 1 IT support for hardware, software, and system-related issues.
• Respond to user requests through phone calls, chats, emails, and service tickets.
• Troubleshoot Windows computers, Microsoft applications, printers, mobile devices, and connectivity issues.
• Create, update, and manage tickets using ServiceNow or similar ticketing systems.
• Document troubleshooting steps, resolutions, and user communications accurately.
• Perform password resets, account updates, and access management using Active Directory.
• Support Microsoft Office 365 applications including Outlook and Teams.
• Assist with VPN, remote access, and application connectivity issues.
• Follow IT service management processes including Incident Management and Request Fulfillment.
• Utilize knowledge base articles for troubleshooting and provide feedback for improvements.
• Escalate complex issues to appropriate technical teams.
• Maintain strong customer service while managing multiple priorities.

• 2+ years of experience in IT Help Desk, Service Desk, Desktop Support, or Technical Support.
• Fluent in English and Spanish (speaking, reading, and writing).
• Experience supporting end users in a fast-paced environment.
• Strong troubleshooting skills with Windows operating systems and computer hardware.
• Experience with ticketing systems and IT support processes.
• Excellent communication and customer service skills.
• Ability to work independently and as part of a team.

Preferred Skills:

• ServiceNow experience.
• Microsoft Office 365 (Outlook, Teams, SharePoint).
• Active Directory and Azure AD.
• Windows 10/11 support.
• Citrix Workspace or remote access tools.
• VPN troubleshooting.
• Mobile device configuration and support.
• Asset management experience.
• Knowledge base/documentation experience.
• IT certifications such as CompTIA A+, ITIL, or Microsoft certifications., * Bilingual IT support professional with strong customer-facing experience.
• Someone who enjoys troubleshooting, helping users, and working in a collaborative service desk environment.
• Experience supporting enterprise users and managing IT tickets from creation to resolution.

Apply today if you have strong IT support skills and are fluent in both English and Spanish!

3.63.6 out of 5 stars Painted Post, NY 14870 Hybrid work $21 - $23 an hour - Contract

Company Description: Compunnel Inc boasts over three decades of experience collaborating with leading global enterprises to meet their needs for flexible workforce solutions and on-demand talent. We are a worldwide organization offering strategic workforce management, IT consulting, and on-demand talent services. Our specialization lies in serving various sectors including Financial Services, Healthcare, IT, Life Sciences, Aerospace & Defense, Energy, Retail, Telecom, Manufacturing, and Engineering.