Bilingual Service Desk Agent

Providing first-line IT support, the full-time Bilingual Service Desk Agent will handle service requests and incidents from end-users, troubleshoot issues, and escalate to second-tier support as necessary, working in a hybrid environment from the Atlanta office. Key responsibilities Act as the first point of contact for internal end-users and outsourcing providers Record, analyze, categorize, and prioritize incoming tickets while ensuring timely resolution Provide first-line support for common IT issues, such as password changes and VPN problems Required qualifications Post-secondary education preferred with a minimum of 2 years of experience as a Service Desk Agent Proficiency in English and Spanish, with good verbal and written communication skills Positive customer service attitude ITIL foundation certification A+ certification desired