Spanish Bilingual Service Desk Analyst

At Buchanan Technologies, our Service Desk Analysts are the first point of contact for customers across North America and around the world. We are looking for customer-focused professionals who enjoy helping people, solving problems, and delivering exceptional service experiences.

This bilingual role requires professional working proficiency in both Spanish and English, with the ability to confidently communicate with and provide technical support to customers in both languages.

This role combines customer service excellence with technical troubleshooting. You will support users through phone, chat, email, and self-service channels while resolving technology issues and ensuring every interaction leaves the customer feeling supported and valued.

Whether you are beginning your IT career or bringing previous service experience, we provide training, mentorship, and growth opportunities to help you build a successful career in technology.

• Deliver friendly, professional, and empathetic support to end users in both Spanish and English
• Create positive customer experiences during every interaction
• Communicate technical information in a clear, easy-to-understand manner
• Manage customer expectations and follow through on commitments
• Maintain a high level of customer satisfaction and professionalism

• Troubleshoot hardware, software, password, access, email, printing, and connectivity issues
• Support Microsoft Windows environments, Microsoft 365 applications, mobile devices, and common business applications
• Utilize knowledge bases, diagnostic tools, and established processes to resolve incidents
• Perform account administration tasks including password resets and user access requests
• Escalate complex issues to specialized support teams when appropriate

• Accurately document incidents, service requests, troubleshooting activities, and resolutions
• Maintain detailed and professional ticket records within the IT Service Management platform
• Meet service level objectives for response times, quality, and customer satisfaction
• Contribute to knowledge articles and continuous improvement initiatives

• Work effectively with colleagues, leadership, and support teams across multiple locations
• Participate in training, coaching, and skill development activities
• Share knowledge and best practices with team members
• Support organizational initiatives focused on quality, automation, and service excellence

• Enjoy helping others
• Have a positive and professional attitude
• Are naturally curious and enjoy solving problems
• Communicate clearly and confidently
• Remain calm under pressure
• Learn new technologies quickly
• Take ownership of issues and follow them through to resolution
• Thrive in a fast-paced environment
• Preferred Technical Knowledge

• Microsoft Windows 10/11
• Microsoft 365
• Active Directory / Entra
• Outlook and Exchange Online
• VPN and remote access tools
• Printers and peripheral devices
• Mobile device support (iOS and Android)
• Basic networking concepts (DNS, DHCP, TCP/IP, Wi‑Fi)
• IT Service Management tools (BMC Helix, Service Now, Jira, etc.)

• Professional working proficiency in both Spanish and English, including verbal and written communication
• College or equivalent
• Strong customer service and communication skills
• Basic computer proficiency
• Ability to type and document information accurately while speaking with customers
• Ability to work independently and within a team environment

• Previous customer service, call center,…