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# Service Desk Agent with Spanish

- **Company:** Kemira
- **Location:** Atlanta, GA, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Virtual Private Networks (VPN), Remote Access Technology, Information Technology
- **Published:** October 18, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=859eed98f212e142

## About the Role

* 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

## Description

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.