Service Desk Representative - Bilingual (English/Spanish) in United States at Jobgether
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Job Description
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Service Desk Representative – Bilingual (English/Spanish) in the United States.
This role serves as the first point of contact for users seeking technical support across hardware, software, and telecommunications systems in a fast-paced corporate IT environment. You will be responsible for handling inbound service requests through multiple channels, ensuring timely, professional, and effective resolution of technical issues. The position requires strong bilingual communication skills to support English and Spanish-speaking users while delivering a consistent, high-quality service experience. You will assist end users in troubleshooting, system usage, and basic technical guidance, helping maintain productivity across business operations. Working within a structured service desk environment, you will manage tickets, escalate issues when needed, and contribute to continuous service improvement. This is an excellent opportunity for a customer-focused IT professional who thrives in a dynamic, people-centered technical support role.
- Respond to and manage inbound service requests via phone, email, chat, web forms, and ticketing systems in a timely and professional manner.
- Provide first-level technical support for hardware, software, and telecommunications issues.
- Assist users with troubleshooting, system access, and general IT guidance to ensure smooth daily operations.
- Document all incidents, requests, and resolutions accurately within the service management system.
- Escalate complex technical issues to appropriate support teams when necessary.
- Instruct end users on proper use of equipment, applications, and reference materials.
- Support occasional on-site technical assistance when required.
- Maintain clear and effective bilingual communication (English/Spanish) with end users across all support channels.
- 1+ year of help desk or IT support experience in a corporate or enterprise environment (2+ years preferred).
- Associate degree in a related field or equivalent professional experience.
- Strong understanding of computer hardware, software, and basic networking concepts.
- Experience supporting Microsoft products and common IT tools.
- Excellent bilingual communication skills in English and Spanish (written and verbal).
- Strong customer service mindset with the ability to handle high-volume support requests.
- Ability to troubleshoot technical issues efficiently and escalate when appropriate.
- Familiarity with ticketing or service management systems.
- Strong organizational skills and attention to detail in documenting issues.
- Fixed hourly pay rate of $18.50/hour.
- Fully remote work opportunity within the United States.
- Structured weekday schedule (Monday to Friday, 5:00 AM – 1:30 PM EST).
- Opportunities for professional growth and internal career progression.
- Access to training and upskilling in IT support and enterprise tools.
- Supportive, people-focused work culture centered on collaboration and development.
- Exposure to enterprise-level IT systems and global support operations.
- Eligibility for standard employee benefits depending on employment classification.