About this role
Bilingual (Spanish/English) IT Help Desk Analyst role providing technical support to both technical and non-technical end users. You will resolve issues across phone, web portal, email, and chat while maintaining strong documentation and troubleshooting skills.
Key Responsibilities
- Resolve support issues to decrease downtime
- Provide excellent documentation skills in call-tracking systems
- Perform technical troubleshooting for non-shrink-wrap issues
- Maintain knowledge of industry trends and support best practices via training
- Work as a team player and communicate with coworkers and managers
Technical Overview
The role focuses on remote end-user support for desktop operating systems (Windows XP Professional and Windows 7), MS Office, web applications, and troubleshooting basic PC hardware. Additional exposure to Active Directory Administration, Lotus Notes, IBM Client Access, and LAN/WAN technologies is a plus.
Ideal Candidate
The ideal candidate is a bilingual Spanish/English IT help desk analyst who has handled end-user support via phone, email, and chat. They bring strong Windows troubleshooting experience (including Windows XP Professional and/or Windows 7) and can document issues in call-tracking systems while providing patient, professional customer service.
Must-Have Skills
Bilingual (Spanish/English)Proficiency in both English and SpanishRemote support via phone and emailCustomer service support experience (1-2+ years preferred)
Nice-to-Have Skills
Experience supporting the Manufacturing industryExperience supporting the Healthcare industryExperience with Active Directory AdministrationExperience with Lotus NotesExperience with IBM Client AccessUnderstanding of LAN/WAN technologies
Tools & Platforms
MS OfficeLotus NotesIBM Client AccessActive DirectoryWindows XP ProfessionalWindows 7Web portalCall-tracking systems
Required Skills
Bilingual (Spanish/English)IT Help Deskcustomer servicephone supportemail supportCHATweb portaltroubleshootingWindows XP ProfessionalWindows 7MS Office suiteActive Directory AdministrationLotus NotesIBM Client AccessPC hardware troubleshootingLAN/WAN technologiescall-tracking systemsdocumentation
Hard Skills
Bilingual Spanish/EnglishPhone supportEmail supportCHAT supportWeb portal supportRemote supportDesktop operating systemsWindows XP ProfessionalWindows 7MS Office suiteActive Directory AdministrationLotus NotesIBM Client AccessPC hardware troubleshootingPC hardware configurationsLAN/WAN technologiesCall-tracking systemsDocumentation skillsTroubleshooting skills
Soft Skills
Customer serviceProfessionalismPatienceCommunicationTeamworkClear documentationProblem solvingAbility to work with minimal supervisionVerbal and written communication
Keywords for Your Resume
Bilingual Help Desk AnalystIT Help Desk AnalystBilingual Support AnalystIT SupportCustomer serviceSpanishEnglishremotephone supportemail supportCHATweb portaltroubleshootingDesktop operating systemsWindows XP ProfessionalWindows 7MS Office suiteActive Directory AdministrationLotus NotesIBM Client AccessPC hardware troubleshootingLAN/WAN technologiescall-tracking systemsdocumentationend usersbilingualspanishhelp deskremote supportwindows xp professionalwindows 7ms office suiteactive directory administrationlan/wan technologies
Deal Breakers
Must be proficient in both English and Spanish
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