Bi-lingual Help Desk Analyst

Our client is seeking a Help Desk Analyst for a full-time position onsite in Englewood, Colorado.In this role you will:Oversee technology including laptops, mobile devices, IP telephones, printers, business software, and Microsoft Office.Participate in the evaluation, testing, and recommendation of new hardware and software for organizational use.Create and update procedural/process documentation and maintain the knowledge base on a regular schedule.Troubleshoot network, system, and application issues, and escalate to the appropriate resources as needed.Provide prompt and courteous technical support.Interact with users via phone, email, remote support, and other channels.Resolve tier 1 and 2 tickets for end-users.Document all incidents and requests in the ticketing system.Work within defined SLAs and escalate incidents to ensure commitments are met.Offer 24/7 on-call support as needed.Provide audio/visual support for conference room equipment and any guest devices for company meetings.Deliver end-user training, both structured and on-demand.Respond to support cases with urgency.Assist management in maintaining adequate hardware supplies.Technical Skills:Basic proficiency with Microsoft Active Directory/Azure Active Directory, Windows 10/11, and Microsoft Office (M365).Fluency in Spanish/EnglishFundamental knowledge of networking principles (TCP/IP, DNS, LAN/WAN).Understanding of standard IT security practices (virus remediation, firewalls, phishing).Education and ExperienceTwo or more years of service desk or desktop support experience.Basic experience installing, troubleshooting, and maintaining peripherals (printers, scanners, cameras).Familiarity with Apple/iOS and Android devices.Experience with Service Desk ticketing systems and remote support technologies.Associates degree or diploma in Information Security, Computer Science, Information Systems, or equivalent work experience.Preferred QualificationsITIL certification is preferred.CompTIA A+, Network+, or Security+ certifications are preferred.