IT Service Desk (Bilingual/Spanish)

The Service Desk I is an entry-level IT support role responsible for providing first-line technical assistance to end users. This position serves as the initial point of contact for IT-related issues, troubleshooting basic hardware, software, and network problems while delivering excellent customer service., * Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing system

• Log, track, prioritize, and resolve service desk tickets in accordance with SLA guidelines

• Troubleshoot basic hardware issues (desktops, laptops, peripherals, printers)

• Assist with user account management (password resets, access requests, basic permissions)

• Support basic network connectivity issues (Wi-Fi, VPN)

• Escalate unresolved or complex issues to Service Desk II or other IT teams as appropriate

• Document solutions, procedures, and troubleshooting steps in the knowledge base

• Follow IT policies, security standards, and best practices

• Always maintain a high level of customer service and professionalism

• 1-3 years of IT support experience.

• Basic knowledge of Windows and/or macOS operating systems

• Strong communication and customer service skills