Entry Level Bilingual; Spanish​/English Helpdesk Specialist, San Antonio

Job Title

Bilingual Service Desk Analyst I

Serve as the first point of contact for our company and customers in a 24/7/365 call center environment. Provide high‑level customer service to resolve all first‑level IT related issues, isolate problems, determine and implement solutions, and diagnose and dispatch to additional support staff. Handle requests for support relating to remote access and repair of personal computers, printers, servers, and related systems.

• Provide remote technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to email messages, web inquiries, and phone calls from customers seeking help.
• Log all requests into the government tracking system (Remedy).
• Add new users to the network, specify directory structures and system access, reset passwords, troubleshoot network usage and peripheral issues, resolve LAN connectivity issues, and maintain LAN and internet connections.
• Troubleshoot hardware and software problems, assist users with desktop applications, and provide user training.
• Utilize support applications to track user requests from ticket generation to resolution.
• Escalate problems to other network or system support personnel when a problem is not easily identified and corrected in a timely manner.
• Provide first‑level telephone, email, and web support for computer systems, including software, hardware, and telecommunication systems.
• Follow up with customers to ensure the issue has been resolved.
• Gain feedback from customers about computer usage.
• Run reports to determine malfunctions that continue to occur.

• Strong customer service focus.
• Excellent listening skills.
• Working knowledge of basic hardware and software systems.
• Working knowledge of Microsoft products such as Outlook, Word, and Excel.
• Basic remote troubleshooting skills and use of remote troubleshooting applications.
• Detail oriented and well organized.
• Ability to multitask.
• Self‑motivated.
• Multilingual (Spanish, English) a plus.

• High School Diploma or equivalent.
• Certificate in Computer or IT related area of study or equivalent preferred.
• One to two years of industry experience in a support center or help desk preferred.
• MCSA (Microsoft Certified Systems Administrator) preferred.
• A+ Certification preferred.

Must pass a DHS/CBP background investigation.

As required by Executive Order 14042, government contractor employees must be fully vaccinated against COVID‑19. If selected, you will be required to submit proof of vaccination by the specified deadline.

Patriot, LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

This position will be based at the customer site in San Antonio, TX.

To request accommodations for the application process, please contact  or call 410‑381‑8015.

Company website:

Company address: 9520 Berger Road Suite 212, Columbia, MD 21046