It Helpdesk Analyst (English Required)

The Madrid Campus of Saint Louis University is seeking applicants for a full-time position of IT Helpdesk Analyst to provide 1st line IT support to Faculty, Staff and Students, as part of the IT Operations Team.

Responsibilities:
• Focal point of contact for Faculty, Staff and Students seeking technical assistance.
• Provide first line technical support in person, via phone or email.
• Generate, prioritize, and update service tickets and follow up with users in a timely fashion.
• Within skill set, determine the best solution based on the issue and details provided by users.
• Escalate unresolved issues to next level ITS personnel.
• Perform basic troubleshooting of Windows 10 hosts, printers, network devices, and AV equipment.
• Develop and maintain IT documentation (FAQ documents, procedures, help sheets, etc.).
• Assist in training faculty and staff on systems, applications, and classroom technology.
• Collect logs and metrics for helpdesk incidents and deliver periodic reports to supervisor.
• Manage IT inventory and keep track of loaned equipment.
• Perform other duties as assigned.

Education and Qualifications:
• Bachelor´s Degree
• Bilingual English/Spanish.
• At least 2 years of experience as helpdesk technician or other customer support role.
• IT-related certifications or courses are a plus.
• Able to legally work in Spain.

Skills/Competencies
• Excellent communication skills (oral and written) in both English and Spanish.
• Proactive, detail-oriented, able to multitask and work independently.
• Capability to diagnose, troubleshoot, and resolve basic technical issues.
• Customer-focused and able to maintain calm in stressful situations.
• Good understanding of hardware, operating systems, office software, and printers.
• Team player, responsible, punctual, and motivated to learn.