Service Desk Specialist

About the role

Prodapt is seeking a bilingual Service Desk Specialist to join its technical support team. In this entry‑level position you will be the first point of contact for end‑users experiencing hardware, software, or network issues, providing prompt and courteous assistance in both Spanish and English.

Key responsibilities

• Receive and log support requests via phone, email, and chat, ensuring accurate documentation in the ITSM ticketing system.
• Troubleshoot Level 1 issues on Windows and Mac desktops, Office 365 applications, Active Directory, and basic connectivity (VPN/Wi‑Fi).
• Escalate more complex problems to Level 2/3 teams while adhering to SLA timelines.
• Contribute to the internal knowledge base by updating articles and support procedures.

Required profile

• Fluent in spoken and written Spanish and English.
• 6 months to 2 years of experience in an IT Help Desk, call center, or technical customer service role (fresh graduates with strong communication skills are welcome).
• Associate degree in Computer Science or related field, or equivalent practical experience.
• Ability to work on‑site and handle multiple requests with a sense of urgency.

Required skills

• Windows and Mac OS desktop operating systems.
• Microsoft Office 365 suite.
• Active Directory basics.
• VPN and Wi‑Fi connectivity troubleshooting.
• Familiarity with ServiceNow or similar ticketing platforms (Jira optional).