Job Description

Job Title: Bilingual IT Help Desk Customer Service Representative

Location: Tampa, FL (Hybrid – 50% Onsite)

Pay Rate: $23/hr

Job Summary:

We are seeking a Bilingual (English/Spanish) IT Help Desk Customer Service Representative to join our Specialty Service Desk team. This role is responsible for providing technical and application support to employees in the field and scientific divisions via phone, ticket, or chat inquiries. The ideal candidate will have strong troubleshooting skills, excellent communication abilities, and the capability to deliver a high percentage of first-level resolutions.

Key Responsibilities:

• Accept incoming calls and handle tickets, escalating or redirecting as necessary while setting clear expectations for follow-up.
• Provide support through phone, email, and chat within department SLAs.
• Document all activities in the ticketing system (ServiceNow) and maintain accurate records.
• Utilize the knowledgebase to resolve user inquiries and contribute new articles to address knowledge gaps.
• Provide timely status updates and follow-ups to end users on open issues.
• Escalate unresolved or complex issues to higher-level support teams as needed.

Qualifications:

• Bilingual in English and Spanish (read, write, and speak).
• Minimum of 2 years’ experience in a Help Desk or IT support role.
• Strong customer service and communication skills.
• Experience with call center telephony and ticketing systems (ServiceNow, Remedy, Salesforce, LANDesk).
• Proficient in troubleshooting Windows OS and web-based applications.
• Strong analytical and problem-solving skills.
• Flexible to work shifts between 7:00 AM and 7:00 PM, Monday–Friday.
• Ability to work onsite at least 50% of the time.
• Basic understanding of ITIL methodology (preferred, not required).

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