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# Bilingual IT Help Desk Customer Service Representative

- **Company:** Sunrise Systems, Inc
- **Location:** Tampa, FL, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Issue Tracking Systems, Salesforce.Com, Server Administration, Web Applications, Servicenow
- **Published:** November 12, 2026
- **Apply:** https://www.careerbuilder.com/job-details/bilingual-it-help-desk-customer-service-representative-tampa-fl--d7a549c5-558d-4ab3-bc9f-e56eac753e43

## About the Role

Help Desk, Customer Support/Service, Multilingual, Technical Support, Help Desk, Multilingual, Customer Support/Service, Technical Support, Software Administration, Analysis Skills, * Bilingual (English/Spanish). Must be able to speak, read, and write fluently.

 * Minimum of 2 years of Help Desk experience
 * Excellent Customer Service skills
 * Experience with call center telephony and ticket system software (Remedy, ServiceNow, Salesforce)
 * Experience supporting applications running on Windows operating system
 * Experience supporting web-based applications
 * Strong analytical skills and demonstrated ability to troubleshoot
 * Basic understanding of ITIL Methodology (not a requirement)

## Description

* As a member of the Specialty Service Desk, the Help Desk Analyst is responsible for providing technical/application support to company employees in the Field and Scientific divisions via phone, ticket, or chat inquiries.
 * Expectations include an ability to build rapport and develop relationships with end users, strong problem resolution/troubleshooting skills, and an ability to provide a high percentage of first-level resolution.

Responsibilities:

 * Accept incoming calls, redirect calls/tickets, if necessary, to appropriate support groups for resolution while identifying and setting end user expectations for follow-up during the initial interaction.
 * Handle incoming chats within department SLA.
 * Provide follow-up and status update inquiries to end users on your daily open ticket queue guidelines.
 * Utilize the Knowledgebase to address end user inquiries and create Knowledgebase draft articles to address knowledge gaps.
 * Create tickets and document all activities in the ticket system (ServiceNow).
 * Escalate more complex problems or unresolved issues to the next level of support.