JOB SUMMARY
Responsible for delivering technical support to users and assisting the network team. This role involves coordinating technical services for both internal and external clients based on their specific needs. Is tasked with repairing, installing, and configuring computers with the applications and programs used by the company. A key aspect of the role is responding promptly to equipment or application failures and ensuring that user needs are treated as a priority.
MAIN RESPONSIBILITIES
· Provide technical support for Apple devices, including MacBooks, iPhones, and iPads, ensuring proper configuration, security compliance, application deployment, connectivity, and end-user support.
· Effectively diagnose, troubleshoot, and resolve technical issues affecting workstations, laptops, and peripheral devices to minimize downtime and ensure optimal user performance.
· Manage user accounts, permissions, and access rights across company systems, ensuring security and compliance with IT policies.
· Verify data integrity, perform regular server backups, and monitor backup processes to ensure reliable data protection and business continuity.
· Keep servers and network systems updated with patches, fixes, antivirus updates, and other security measures to maintain system stability and protection against vulnerabilities.
· Provide timely IT support to end users, addressing hardware, software, and network issues both remotely and on-site, and ensuring user satisfaction.
· Repair, assemble, and configure computers and peripheral devices according to organizational standards, ensuring proper installation and functionality.
· Install, configure, and maintain company-approved applications and software programs on desktops, laptops, and mobile devices.
· Install, maintain, and troubleshoot network and telephone cabling in both new and existing areas to support connectivity and communication needs.
· Perform regular backups of Optivity recordings and other critical systems, ensuring data availability for operational needs.
· Equip various company areas with the necessary computer systems, ensuring readiness for daily operations and business continuity.
· Install, configure, and maintain wireless networks, ensuring secure and reliable connectivity throughout the organization.
· Report issues with PC equipment under warranty, coordinate with vendors, and track resolutions to ensure timely repair or replacement.
· Maintain an up-to-date inventory of computer parts, network materials, and IT supplies, ensuring availability for maintenance and upgrades.
· Assist users with the proper use of IT tools, applications, and devices, providing guidance, training, and problem resolution support.
· Collaborate with the network team and other IT staff to implement technical projects, system upgrades, and infrastructure improvements.
· Monitor IT systems and identify opportunities for process improvements, automation, or optimization to enhance efficiency and user experience.
· Participate in the evaluation and deployment of new technologies, tools, and software solutions to support company operations and growth.
· Complies fully and consistently with the Company's standards, policies, and procedures and the local and federal laws applicable to our industry, business, and employment practices.
· May perform other duties and responsibilities as assigned, in accordance with the education and experience requirements contained in this document.
QUALIFICATIONS
· Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.
· 2+ years of experience in IT support, service desk coordination, or systems administration.
KNOWLEDGE, SKILLS AND ABILITIES
· Experience supporting Apple ecosystem devices, including macOS, iOS/iPadOS, MacBooks, iPhones, and iPads.
· Knowledge of Apple device setup, troubleshooting, OS updates, user profile configuration, iCloud/Apple ID support.
· Strong understanding of computer hardware, software, and operating systems, including desktops, laptops, servers, and peripheral devices.
· Proficiency in diagnosing, troubleshooting, and resolving technical issues related to workstations, servers, networks, and other IT systems.
· Knowledge of server maintenance, patch management, data backup procedures, and disaster recovery practices to ensure system reliability and data integrity.
· Familiarity with network infrastructure, including wired and wireless setups, cabling, routers, switches, and firewalls.
· Ability to install, configure, and maintain applications, software programs, and peripheral devices in alignment with organizational standards.
· Skilled in managing user accounts, permissions, and access controls, and in applying IT support best practices for end users.
· Excellent problem-solving and analytical abilities to identify root causes, implement solutions, and prevent recurring issues.
· Strong organizational skills to manage IT inventory, coordinate technical services, and ensure proper documentation of systems and configurations.
· Effective communication and interpersonal skills to provide clear guidance and support to end users, collaborate with technical teams, and interact with vendors.
· Ability to prioritize tasks, respond promptly to technical failures, and balance competing demands in a fast-paced environment.
· Adaptability and willingness to learn emerging technologies and IT practices to continuously improve system performance and user support.
· Experience utilizing Microsoft Office products (MS Word, Excel, and Outlook).
· Bilingual (writing, conversational and reading comprehension in English and Spanish).
CERTIFICATIONS/ LICENSES/ PROFESSIONAL AFFILIATIONS
· Certifications such as CompTIA A+, Network+, Security+, Microsoft Modern Desktop Administrator Associate, or ITIL Foundation, are preferred.
Pay: From $14.00 per hour
Application Question(s):
- Do you have hands-on experience providing technical support for Apple devices, including MacBooks, iPhones, and iPads?
- Have you configured and troubleshot Apple devices for end users, including macOS, iOS/iPadOS, Apple ID/iCloud, OS updates, connectivity, and application installation?
Work Location: Hybrid remote in Guaynabo, PR 00965
