CAI Is Hiring A Bilingual Service Desk Analyst

Bilingual (Spanish/English) Service Desk Analyst

Join our team as a Bilingual Service Desk Analyst, providing essential technical support and customer service to English and Spanish-speaking users in a fully remote, full-time role.

Req Number:

R7643

Employment Type:

Full Time

Worksite Flexibility:

Remote

Who We Are

CAI is a global services firm with over 9,000 associates worldwide and an annual revenue of over $1.3 billion. With more than 40 years of excellence, we specialize in combining talent and technology to create lasting results for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to prioritize doing what is right—whatever it takes. Our tailor-made solutions serve both the public and commercial sectors, and we are pioneers in promoting neurodiversity within the enterprise.

Job Summary

As a Service Desk Analyst, you will handle requests from associates and vendors, providing timely technical support and exceptional customer service to resolve issues efficiently and accurately. This bilingual position supports both English and Spanish-speaking users via phone, email, or chat, utilizing your technical knowledge and customer service skills in a remote, full-time capacity.

What You'll Do

• Provide general IT end-user support, including troubleshooting hardware and software issues
• Utilize excellent customer service skills to exceed customer expectations 😊
• Interact with users via telephone, email, chat, and face-to-face to identify and diagnose technical problems
• Perform first-level support such as password resets, hardware troubleshooting (laptops, iPads, desktops, printers), and software assistance
• Escalate unresolved issues with proper documentation to the next support level
• Follow documented procedures to resolve customer inquiries effectively
• Accurately record, categorize, document, and close all support tickets
• Assess the impact and urgency of customer issues to prioritize support accordingly
• Recommend improvements to procedures and processes
• Drive positive customer experience through timely, professional interactions
• Maintain self-direction to meet performance targets and work towards daily and monthly metrics
• Continuously update knowledge of Service Desk procedures, products, and services
• Perform additional duties as directed by team leadership

What You'll Need

Required Qualifications

• 6-12 months of experience in a Service Desk or technical support role
• 6-12 months of customer service experience in a professional setting
• High School Diploma or GED
• Bilingual proficiency in English and Spanish (both written and spoken)
• Strong troubleshooting and documentation skills
• Excellent customer service and communication skills
• Attention to detail and a strong work ethic
• Problem-solving mentality and solutions-driven attitude
• Ability to work weekdays from 6:00 AM to 2:30 AM EST

Preferred Qualifications

• Associate degree in a related field is preferred

Physical Demands

• Ability to perform essential job functions safely and effectively, in accordance with ADA and relevant standards
• Sedentary work involving sitting for extended periods, with occasional movement around the office or workspace
• Repetitive task performance using mouse, keyboard, and monitor

Reasonable Accommodation

If you require accommodations during the application process, interview, or assessment, please contact *** or call (888) 824-8111.

Compensation & Benefits

The pay rate for this role is $18.00 per hour plus a language bonus. Compensation may vary based on factors like location, experience, and education. Benefits include:

• Medical, dental, and vision insurance
• 401(k) retirement plan access
• Paid sick leave and other paid time off as applicable by law