We are seeking a bilingual, customer-focused Service Desk Analyst to provide Level 1 technical support to associates and vendors. In this full-time remote role, you will assist users via phone, email, and chat, resolving technical issues efficiently while delivering excellent customer service.
- Provide first-level IT support (password resets, hardware/software troubleshooting, “how-to” assistance)
- Diagnose and resolve technical issues or escalate when necessary
- Accurately document, categorize, and close support tickets
- Prioritize requests based on urgency and impact
- Maintain strong customer communication and exceed service expectations
- Follow established processes and suggest improvements
- Meet individual and team performance metrics
Requirements:
- 6–12 months of Service Desk or technical support experience
- 6–12 months of customer service experience
- High school diploma or GED
- Strong troubleshooting, communication, and documentation skills
- Detail-oriented with a problem-solving mindset
- Availability to work weekdays, 1:00 PM – 9:00 PM EST
Preferred:
- Associate degree in a related field
This role involves primarily sedentary work with frequent computer use.