Service Desk Agent with Spanish

We are seeking an experienced Service Desk Agent in our Atlanta, GA (Galleria) office. The Service Desk Agent is responsible for giving first line IT support for Kemira end-users. Tasks will include handling and resolving service requests and incidents which are reported via e-mail, self-service portal or telephone, troubleshooting desktop and laptop PC’s and escalating issues to 2nd tier support when necessary. This position will report to the Team Lead and is eligible for hybrid work.

Your responsibilities will include:

• Be the first point of contact for both internal end-users and outsourcing providers.
• Record, analyze, categorize and prioritize incoming tickets
• Provide first line support to Kemira end-user with common issues, such as: password changes, VPN account problems, etc.
• Perform initial troubleshooting, support and investigate incidents according to impact, resolution or error identification
• Assign tickets further, either to technical operations or on-site personnel in line with Incident Management process
• Ensure that tickets are timely addressed and resolved
• Ensure that tickets are processed/resolved/escalated in compliance with Kemira Global Service Desk’s processes and procedures
• Ensure that tickets are processed/resolved/escalated within Kemira Global Service Desk’s targets
• Ensure that resolution progress is communicated to the end-user in a timely manner
• Record user acceptance on provided solution
• Follow end-user care philosophy that ensures end-user satisfaction in line with Kemira IT policy
• Work to ensure that the Global Service Desk meets industry standards
• Participate in on-call rotation

This position may also work as back-up for the back-office service desk agent and on-site technicians. In the role of on-site technician, the Service Desk Agent is responsible for activities that require a physical presence on-site and cannot be reached with remote access to IT systems.

• Post-secondary education is preferred along with a minimum of 2 years related experience as a Service Desk Agent.
• Good English, Spanish and/or Portuguese communication skills, both verbal and written
• Positive customer service attitude
• ITIL foundation certification
• A+ certification desired

• Opportunities for personal and professional growth
• Employment in a stable company with an established position in the market
• Attractive benefits package
• A multicultural and positive working environment

Kemira is a global leader in sustainable chemistry for water intensive industries. For more than 100 years, we advance the power of chemistry, ensuring clean water and enabling a circular future. At Kemira, we foster a collaborative and inclusive work culture where we turn ideas into real-world impact. Learn more about Kemira at www.kemira.com/careers., Kemira is a global leader in sustainable chemistry for water-intensive industries. We operate globally and serve a wide range of customers including municipal and industrial water treatment companies and the fiber industry. Our solutions and services help secure clean water for millions of people every day and support our customers in advancing circularity and responsible resource use throughout their value chains. In 2025, Kemira reported annual revenue of EUR 2.8 billion with a global team of 4,911 colleagues. Kemira is listed on the Nasdaq Helsinki. www.kemira.com