Bilingual (Spanish/English) Service Desk Analyst

Location: Remote in the United States of America

Company

hirify.global is a global services firm with more than 9,000 associates that provides talent and technology solutions across public and commercial sectors.

What you will do

• Provide Level 1 technical support and general IT end-user assistance to English- and Spanish-speaking users by phone, email, chat, and one-on-one interaction.
• Diagnose and resolve password, hardware, software, application, and how-to issues, including remote troubleshooting of laptops, iPads, desktops, and printers.
• Record, categorize, document, prioritize, and close tickets while following documented service desk processes.
• Escalate unresolved issues with complete supporting documentation and recommend process improvements.
• Maintain service desk knowledge and support customer experience and individual and team performance targets.
• Perform other duties as directed by the Team Lead or Service Delivery Leader.

Requirements

• At least 6 months of experience in a service desk or technical support role.
• At least 6 months of professional customer service experience.
• High School Diploma or GED.
• Written and oral bilingual proficiency in English and Spanish.
• Availability to work weekdays from 5:30am to 1:00pm EST.
• Strong troubleshooting, documentation, communication, problem-solving, and attention-to-detail skills.
• Excellent customer service skills, work ethic, and a solution-driven approach.

Nice to have

• Associate degree in a related field.

Culture & Benefits

• Full-time remote work arrangement.
• Medical, dental, and vision insurance.
• Access to a 401k retirement account.
• Paid sick leave and/or other paid time off as provided by applicable law.
• Work is primarily sedentary and computer-based, with occasional movement to attend meetings.