Analista De Apoyo Al Usuario De IT Nivel I
Regular
Non-Exempt
GENERAL DESCRIPTION:
Provides first-level technical support to internal and external customers by responding to service requests, answering inquiries, resolving or escalating technology-related issues, and ensuring timely follow-up. Troubleshoots hardware, software, and system problems, documents incidents and requests, and guides customers on IT services, procedures, and
technology-related communications.
ESSENTIAL FUNCTIONS:
- Provide first-level technical support by handling calls, service requests, and incidents; identifying user needs, troubleshooting issues, prioritizing requests, documenting activities, and ensuring timely follow-up and resolution.
- Maintain accurate ticket documentation by recording, tracking, updating, and documenting incident and request resolution activities in accordance with established procedures and Service Desk standards.
- Research, diagnose, and resolve technical issues using available resources, testing solutions, performing post resolution validation, and escalating or referring issues to appropriate support teams when required.
- Monitor support trends and service issues, documenting recurring problems and communicating findings to management and technical teams to support continuous service improvement.
- Serve as a liaison between end users and IT support teams, including Desktop Support, Systems Administration, Telecommunications, software vendors, and other technical support areas.
- Install, configure, maintain, and troubleshoot applications, operating systems, computer equipment, peripherals, and communication devices in accordance with business and operational needs.
- Provide hardware lifecycle support, including diagnosis, repair coordination, equipment replacement recommendations, warranty support, asset relocation, and technology refresh activities.
- Support Service Centers and other business units by fulfilling requests related to applications, operating systems, computer equipment, and other technology services.
- Assist with the evaluation, implementation, and documentation of technical solutions, systems, applications, equipment, requirements, and specifications.
- Assist with IT asset and inventory activities, including receiving, recording, distributing, and tracking technology related purchases and equipment received by the IT department.
- Support IT projects, special initiatives, and company events by providing technical assistance, equipment setup, application deployment, and coordination as required.
- Support IT teams and stakeholders by analyzing technical issues, communicating software-related concerns, performing research activities, participating in training, and providing onsite support at company and customer locations when necessary.
- Must comply fully and consistently with all company policies and procedures, with local and federal laws as well as with the regulations applicable to our Industry, to maintain appropriate business and employment practices.
- May carry out other duties and responsibilities as assigned, according to the requirements of education and experience contained in this document.
MINIMUM QUALIFICATIONS:
Education and Experience: Associate Degree or sixty to sixty-four (60-64) approved credits in Computer Science or areas related to Information Systems. Minimum of two (2) years of experience in computers, (software & hardware), Microsoft, and telephony.
OR
Education and Experience: Bachelor’s degree in Computer Science or areas related to Information Systems. Minimum of six (6) months of experience in computers (software & hardware), Microsoft, and telephony.
“Proven experience may be replaced by previously established requirements.”
Certifications/Licenses: A Driver's License valid in the Commonwealth of Puerto Rico is required. CompTIA A+ Certification, Information Technology Infrastructure Library (ITIL) or Information Technology Management Service (ITMS) certifications are preferred.
Other: Knowledge of Windows platform and MS Office, LAN connections, PC, printer, copier, and fax repair.
Languages:
Spanish – Intermediate (comprehensive, writing and verbal)
English – Intermediate (comprehensive, writing and verbal)
“We are an Equal Employment Opportunity Employer and take Affirmative Action to recruit Protected Veterans and Individuals with Disabilities.”
