Bilingual Help Desk Technician

About the role

CampusWorks is looking for a bilingual Help Desk Technician fluent in Spanish to serve as the first point of contact for students, faculty, staff, and the wider campus community. The role involves Tier 1 troubleshooting across software, hardware, classroom technology, printing, and network connectivity, delivered through phone, email, chat, or in‑person interactions.

Key responsibilities

• Provide Tier 1 support for password resets, account management, and other routine issues.
• Diagnose and resolve technical problems using knowledge‑base articles and established ITIL priority matrix.
• Create accurate tickets for every customer encounter and collaborate with IT staff to close unresolved tickets.
• Identify gaps in documentation and contribute updates with director approval.
• Generate and review activity reports and perform additional duties as assigned.

Required profile

• Bilingual in English and Spanish with strong communication skills.
• Ability to work independently, follow written and oral instructions, and adhere to scheduled shift patterns.
• Comfortable working remotely in a private, secure space with reliable internet.
• Strong interpersonal, problem‑solving, and teamwork abilities.

Required skills

• Working knowledge of help desk software.
• Familiarity with databases.
• Experience with remote‑control tools.