The Help Desk Backup Technician – Intermediate Level is a freelance, on-site support role for an industrial client in Arecibo, Puerto Rico. The contractor provides occasional Level 1.5/2 IT support to the primary technician, up to 4 hours per month, with on-site availability as needed. Compensation is USD 20 per hour.
Role Summary
This position serves as a backup on-site IT support resource for an industrial environment. The selected technician assists the primary onsite technician during absences, vacations, peak periods, emergencies, or special assignments, dedicating up to four hours monthly to stay aligned with the client environment, procedures, and escalation processes. When called, the backup technician reports onsite in Arecibo to perform duties typically handled by the primary technician.
Responsibilities
- Provide on-site backup IT support when the primary technician is unavailable.
- Cover for absences, vacations, staffing gaps, emergencies, or special onsite assignments.
- Participate in up to 4 hours per month of readiness activities, coordination, training, knowledge transfer, or documentation review.
- Remain familiar with the client’s IT environment, procedures, escalation paths, support contacts, and site requirements.
- Deliver Level 1.5 / Level 2 technical support for on-site users when required.
- Troubleshoot Windows desktops and laptops, including hardware, OS, drivers, peripherals, and applications.
- Support Microsoft 365 applications such as Outlook, Teams, OneDrive, and SharePoint, along with common productivity tools.
- Perform basic Active Directory tasks such as password resets, account unlocks, group membership validation, and user access troubleshooting when authorized.
- Utilize ticketing systems (ServiceNow, Jira, Remedy, or similar) to document, update, escalate, and close incidents and service requests.
- Install, configure, replace, and troubleshoot desktops, laptops, monitors, docking stations, printers, scanners, barcode readers, mobile devices, and other end-user equipment.
- Support basic network connectivity issues including wired/wireless access, VPN, DHCP, DNS reachability, and basic IP configuration.
- Provide hands-on support for infrastructure tasks when required, including rack checks, cable tracing, device rebooting, equipment inventory, and physical validation.
- Assist with equipment deployment, hardware replacement, refresh projects, and asset inventory updates as assigned.
- Support conference rooms, audiovisual equipment, collaboration tools, and meeting technologies.
- Coordinate with remote IT, network, server, cybersecurity, application, or infrastructure teams for escalated issues.
- Adhere to client procedures, site rules, safety requirements, access control processes, documentation standards, and escalation guidelines.
Requirements
- Experience providing onsite Help Desk, Desktop Support, Field Support, or IT Support services.
- Ability to troubleshoot Windows desktops, laptops, printers, peripherals, mobile devices, Microsoft 365, Outlook, Teams, and basic connectivity issues.
- Basic understanding of Active Directory, ticketing systems, endpoint support, networking, and IT asset management.
- Clear documentation of work and accurate status updates.
- Ability to follow instructions, SOPs, escalation processes, and client-specific requirements.
- Ability to work independently when requested and escalate appropriately when needed.
- Strong customer service and end-user support skills.
- Good verbal and written communication skills in English and Spanish.
- Professional behavior, punctuality, confidentiality, and strong attention to detail.
- Reliable availability when scheduled or called for backup coverage.
- Clear communication with local users, remote IT teams, vendors, client contacts, and external stakeholders.
- Ability to participate in brief onsite or virtual meetings as part of monthly readiness hours.
- Ability to prioritize support requests and work under pressure during urgent or production-impacting issues.
Technologies
- ServiceNow, Jira, Remedy
- Windows, Microsoft 365, Outlook, Teams, OneDrive, SharePoint
- Active Directory, SCCM, Intune
- Imaging tools, antivirus/EDR tools, VPN
- DHCP, DNS
Ideal Candidate Profile
- Freelance IT technicians or independent contractors available for occasional onsite support in Arecibo.
- Reliable, professional, responsive, and capable of following client procedures with minimal supervision when called upon.
- Well suited for someone who already works independently or freelance and can provide backup coverage as needed.
Industrial / Manufacturing Environment Experience
- Experience supporting users in industrial, manufacturing, engineering, automation, electrical, logistics, or production settings is preferred.
- Ability to work carefully around offices, production floors, controlled-access spaces, network rooms, equipment rooms, and business-critical systems.
- Awareness of minimizing downtime and coordinating with specialized teams before making changes.
- Understanding of manufacturing floor devices, safety requirements, and access control considerations.
Good To Have
- Experience with ServiceNow or similar ticketing platforms.
- Experience with SCCM, Intune, imaging tools, antivirus/EDR tools, or remote support tools.
- Experience supporting printers, label printers, scanners, badge readers, access control devices, and manufacturing floor devices.
- Basic knowledge of servers, switches, access points, cabling, IDF/MDF rooms, patch panels, and network closets.
- IT certifications such as CompTIA A+, Network+, Microsoft Fundamentals, ITIL Foundation, or equivalent experience.
Required Communication and Behavioral Skills
- Strong customer service and end-user support skills.
- Good verbal and written communication skills in English and Spanish.
- Professional behavior, punctuality, confidentiality, and strong attention to detail.
- Reliable availability when scheduled or called for backup coverage.
- Ability to communicate clearly with local users, remote IT teams, vendors, client contacts, and external stakeholders.
- Ability to participate in brief onsite or virtual meetings as part of the monthly readiness hours.
- Ability to prioritize support requests and work under pressure during urgent or production-impacting issues.
Availability Requirement
The selected technician must be available for up to 4 hours per month to remain updated and aligned with the client environment. Additional support hours may be requested when the primary technician is unavailable due to vacation, absence, emergency, project work, or temporary coverage needs. This is an occasional backup role, not a full-time position, best suited for freelance technicians or independent contractors who can provide onsite support in Arecibo with reasonable notice.
