Bilingual IT Service Desk Analyst (Tier 1)

Required Skills & Experience • 2+ years of experience supporting end users in a Microsoft-centric environment • Strong Tier 1 Service Desk background, providing frontline technical support and troubleshooting for a wide range of hardware, software, and access-related issues • Bilingual in Spanish • Strong communication skills and a commitment to delivering a positive end-user experience Nice to Have Skills & Experience • Prior Jira experience • Microsoft Certifications Job Description • Responsible for providing day-to-day IT support, including break/fix troubleshooting for computers, hardware, and end-user technology issues • Supports common employee technical issues such as login/access problems, SharePoint sync errors, and general Microsoft 365 troubleshooting • Assists with new hire onboarding, including workstation setup, equipment provisioning, and account configuration • Performs Microsoft 365 administrative tasks, including license management, user support, and access requests • Provides support for warehouse technology and equipment, including basic troubleshooting for devices such as label printers and scanners • Serves as a front-line, employee-facing IT resource, delivering timely support and ensuring a positive user experience • Utilizes Jira to manage, track, and prioritize incoming support tickets and service requests • Supports IT asset management activities, including equipment inventory, deployment, and lifecycle tracking • Typically manages approximately 10 active tickets at a time across a variety of technical support requests