Desktop Support Technician II
On-siteSan Juan, San Juan, Puerto Rico
San Juan, San Juan, Puerto RicoOn-siteFull TimeAssociates DegreeSmall
Full TimeAssociates DegreeSmall
Job Summary
Receive, log, and resolve escalated support tickets, performing root cause analysis on complex hardware and software issues across the organization. Diagnose incidents, coordinate with external vendors, and execute security administration tasks including user provisioning and access management. Support moves, adds, and changes while managing IT initiatives like deployments, upgrades, and migrations. Maintain documentation, identify process improvements, and mentor junior technicians while adhering to IT service management standards. Work in a hybrid model with on-call rotations for outage response.
Required Qualifications
- Associate degree (AA/AS) in Information Technology, Computer Science, or related field, or equivalent experience
- Minimum of 2 years of desktop support experience
- Strong knowledge of IT infrastructure, tools, and troubleshooting practices
- Experience working in enterprise IT environments
- Ability to work in a hybrid model and participate in on-call rotations
- Advanced troubleshooting of desktops, laptops, peripherals, and mobile devices
- Strong knowledge of Windows 10/11 and Microsoft Office 365
- Experience with enterprise applications and business tools
- Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi)
- Familiarity with VoIP systems and remote access technologies
- Experience with endpoint and configuration management (patching, imaging, deployments)
- Knowledge of IT security principles (access control, endpoint protection)
- Experience with ITSM tools for ticketing, escalation, and request management
- Understanding of incident management and root cause analysis methodologies
- Strong customer service orientation and ability to work under pressure
- Excellent verbal and written communication skills
- Ability to explain technical issues in simple, user-friendly language
- Strong multitasking and prioritization skills while meeting SLAs
- Problem-solving and analytical thinking
- Team collaboration and ability to work with cross-functional teams
- Professional phone presence and interpersonal skills
- Proactive mindset with focus on continuous improvement
Desired Qualifications
- Minimum of 3 years of customer service experience (preferred)
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