Bilingual Level 2 Service Desk Analyst; English and Spanish

Service Desk Analyst | Level 2 (Bilingual English/Spanish)

Location: Atlanta, Georgia-Hybrid/Onsite

Employment Type: Full-time

Total number of positions: 2

• Position A Scheduling: 6:00 a.m.–2:30 p.m. Eastern Time; meal break at 11:30 a.m.
• Position B Scheduling: 11:00 a.m.–7:30 p.m. Eastern Time; meal break at 1:00 p.m.

Buchanan Technologies is seeking experienced, customer-focused Level 2 Service Desk Analysts who can provide technical support in English and Spanish. These positions handle incoming support requests and escalations from Level 1, applying independent troubleshooting and sound judgment to restore service and keep users informed.

You will support users through phone, chat, email, remote support tools, and onsite interactions.

• Deliver friendly, professional, and empathetic support in English and Spanish.
• Explain technical issues and solutions clearly to users with varying levels of technical knowledge.
• Manage expectations, provide timely updates, and take ownership of issues through resolution.
• Remain calm and effective when supporting time-sensitive business needs.

• Independently investigate and resolve escalated hardware, software, account access, email, printing, and connectivity issues.
• Support Windows endpoints, Microsoft 365 applications, mobile devices, and common business applications.
• Troubleshoot Microsoft 365 sign-in and application issues, Outlook profiles, multifactor authentication, VPN connections, and user access.
• Perform authorized account and access administration in Active Directory and Microsoft Entra , following approval and security procedures.
• Use diagnostic tools, logs, remote support tools, and knowledge resources to identify causes and implement appropriate fixes.
• Distinguish endpoint issues from broader network, application, or infrastructure incidents.
• Escalate issues requiring specialist access or expertise with clear documentation of symptoms, business impact, troubleshooting steps, and findings.
• Provide onsite troubleshooting and coordinate equipment and peripheral support as needed.

• Prioritize incidents and requests based on business impact, urgency, and service level requirements.
• Maintain accurate ticket records, including troubleshooting steps, user communications, and resolutions.
• Meet service objectives for responsiveness, resolution, quality, and customer satisfaction.
• Recognize recurring issues and potential service disruptions, and engage the appropriate teams.
• Follow established incident, request, change, and security procedures.

• Guide Level 1 analysts through troubleshooting and share practical knowledge.
• Create and maintain knowledge articles, troubleshooting guides, and documented resolutions.
• Coordinate with infrastructure, application, network, and security teams.
• Provide clear shift handoffs to maintain continuity of support.
• Identify opportunities to reduce repeat incidents and improve service delivery.

• High school diploma or equivalent.
• Bilingual proficiency in English and Spanish, with the ability to provide clear verbal and written technical support in both languages.
• At least two years of hands‑on service desk or IT support experience, including independently resolving issues beyond basic scripted troubleshooting.
• Demonstrated experience supporting Windows endpoints and Microsoft 365 in a professional environment.
• Working knowledge of Active Directory or Microsoft Entra , account administration, authentication, and access troubleshooting.
• Practical troubleshooting experience with VPN, remote access, printers, peripherals, and networking concepts such as DNS, DHCP, TCP/IP, and Wi‑Fi.
• Experience…