Help Desk Support Specialist

The Help Desk Support Specialist delivers frontline technical assistance to end users, troubleshoots hardware and software issues, maintains IT equipment, and supports the reliable operation of IT systems across the organization.

Location

San Juan, PR (onsite)

Compensation

USD 40,000 - 45,000 per year

Responsibilities

• Technical Support: Provide hands-on assistance to end users for desktops, laptops, phones, printers, and peripherals.
• System Monitoring: Monitor end-user hardware logs and activity to identify and resolve issues.
• Maintenance: Maintain and update IT equipment, hardware, and software.
• Device Inventory: Maintain a current inventory of all technological devices.
• Technical Setup: Assist with setup and configuration of technical equipment for internal and remote team members.
• Helpdesk Response: Respond promptly to requests received through the IT Helpdesk system and provide effective solutions.
• Security Compliance: Ensure IT operations meet high security and compliance standards, including HIPAA regulations.
• Documentation: Create and maintain standard operating procedures (SOPs) for IT-related tasks.
• Access Control: Manage role-based access and department controls for end users.
• Active Directory: Utilize Active Directory services for user management.
• PBX System: Administer and support the Nextiva PBX.

Requirements

• Microsoft Applications: Proficiency in Microsoft Office 365 and other Microsoft applications.
• Operating Systems: Strong knowledge of Windows 10 OS platforms.
• Audio-Visual: Experience with audio-visual conferencing setup and deployment.
• Device Support: Ability to support various handheld devices, including phones and tablets.
• Communication: Excellent verbal and written communication skills; fluent in English and Spanish.
• Organization: Strong organizational skills and the ability to multi-task.
• Problem-Solving: Strong analytical and problem-solving skills.
• Experience: At least 1 year of experience in a helpdesk support role.
• Team Player: Ability to work effectively in a team environment.
• Positive Attitude: Maintain a positive CANI (Continuous and Never-Ending) attitude.

Technologies

• Microsoft Office 365
• Windows 10
• Active Directory
• Nextiva PBX

Travel

• Requires at least 60% travel. Must have reliable transportation to visit clients within Puerto Rico.