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Desktop Support Technician II

SmartLogix

San Juan, San Juan

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JOB DETAILS
SKILLS
Access Control, Administrative Skills, Analysis Skills, Apple Macs, Auditing, Communication Skills, Computer Science, Computer Security, Configuration Management, Continuous Improvement, Cross-Functional, Customer Escalations, Customer Support/Service, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Desktop Administration, Desktop PC, Documentation, Endpoint Security, Enterprise Applications, Establish Priorities, Help Desk, IT Service Management (ITSM), Identify Issues, Incident Management, Information Technology & Information Systems, Interpersonal Skills, Knowledge Base, Laptop PC, Mentoring, Microsoft Office, Microsoft Windows Operating System, Mobile Devices, Multitasking, On Call, People Management, Peripheral Hardware, Presentation/Verbal Skills, Problem Solving Skills, Procedure Development, Process Improvement, Remote Access, Root Cause Analysis, Service Level Agreement (SLA), Software Patches, TCP/IP (Transmission Control Protocol/Internet Protocol), Team Player, Technical Support, VPN (Virtual Private Network), VoIP (Voice over IP), Wi-Fi, Writing Skills
LOCATION
San Juan, San Juan
POSTED
30+ days ago
Job Description: The Desktop Support Technician II is responsible for analyzing, troubleshooting, and resolving complex hardware and software issues across the organization. This role handles escalated tickets, supports enterprise systems, and ensures end-user productivity by delivering high-quality technical assistance. The position also contributes to process improvements, supports IT projects, and provides guidance to junior technicians while adhering to IT service management standards.

Responsibilities:
  • Receive, log, track, and resolve support requests following established procedures and SLA requirements.
  • Handle escalations from Tier I Help Desk and unresolved incidents.
  • Diagnose issues, perform root cause analysis, and implement effective solutions.
  • Monitor systems and participate in on-call rotations for outage response.Coordinate with external vendors and technicians as needed.Perform security administration tasks (user provisioning, access management, audits).
  • Support moves, adds, and changes (MAC), including equipment setup and relocations.
  • Provide support for IT initiatives such as deployments, upgrades, and migrations.
  • Maintain documentation including knowledge base articles and technical procedures.
  • Identify and recommend process improvements.
  • Mentor and support junior technicians.


Requirements

Requirements:

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.
Minimum of 3 years of customer service experience (preferred).
Experience working in enterprise IT environments.
Ability to work in a hybrid model and participate in on-call rotations.
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Work Model: Hybrid (2 days onsite per week – Monday and Thursday)
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Technical Skills:
  • 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.

Soft Skills:
  • 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.



Benefits

We offer a competitive package with several advantages.​

About the Company

S

SmartLogix

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