IT Field Support Technician / Desktop Support Specialist

Location: Caguas, Puerto Rico – 100% Onsite
Work Schedules: Monday–Friday, 11:00 AM–8:00 PM (Puerto Rico Time)
Weekend Availability: Occasional weekend support may be required to address unexpected incidents or critical technical issues.
Language Requirement: Fully Bilingual – English and Spanish
Experience Required: 3–4 years

Position Overview

SMX Services & Consulting, Inc. is seeking an experienced IT Field Support Technician / Desktop Support Specialist to provide onsite technical support for our client's IT infrastructure and end-user computing environment in Caguas, Puerto Rico.

The ideal candidate will have 3–4 years of hands-on experience troubleshooting, configuring, installing, maintaining, and repairing desktops, laptops, printers, operating systems, and related IT equipment.

This position will play an important role in supporting employee onboarding and offboarding activities, including computer imaging, workstation setup, equipment configuration, software installation, system updates, and general desktop support.

The technician must be comfortable working independently, resolving technical issues efficiently, and providing professional support to end users in both English and Spanish.

Key Responsibilities

Desktop, Laptop & End-User Support

• Provide onsite technical support for desktops, laptops, printers, monitors, and other computer peripherals.

• Diagnose and resolve hardware, software, operating system, and connectivity issues.

• Perform hardware installation, configuration, troubleshooting, and repairs while maintaining manufacturer warranty requirements and complying with client security policies.

• Provide desk-side technical support to end users, including basic Windows operating system administration.

• Install, configure, troubleshoot, and maintain desktop applications, antivirus software, and anti-spyware solutions.

• Troubleshoot system and application issues using logical analysis and effective problem-solving techniques.

Computer Imaging, Deployment & Lifecycle Support

• Perform operating system imaging and deployment for new and existing computers.

• Prepare, configure, and deploy laptops and desktops for new employees.

• Support employee onboarding by installing required applications, configuring devices, and ensuring equipment is operational.

• Assist with employee offboarding, including equipment collection, device preparation, and related IT procedures.

• Perform operating system updates, software installations, patches, and workstation maintenance.

• Support computer replacements, hardware refreshes, and equipment migrations.

Network & Infrastructure Support

• Provide basic troubleshooting and support for enterprise LAN and WAN environments.

• Diagnose connectivity issues involving TCP/IP, DNS, DHCP, VPN, and Remote Desktop Protocol (RDP).

• Perform onsite smart hands support for network equipment and infrastructure following instructions from remote technical teams.

• Assist with the installation, connection, and troubleshooting of routers, wireless routers, switches, firewalls, network racks, cabinets, and patch panels.

• Support peripherals and related equipment, including monitors, keyboards, mice, printers, scanners, and fax machines.

IT Operations & Incident Management

• Respond to technical incidents and service requests within established service levels.

• Document incidents, troubleshooting activities, resolutions, and equipment-related work in IT ticketing systems.

• Use platforms such as ServiceNow, Remedy, or similar tools to manage assigned support requests.

• Escalate complex issues to the appropriate technical teams when necessary.

• Coordinate with internal IT teams, remote support groups, and client representatives to resolve incidents.

• Provide occasional weekend support for unexpected incidents or urgent operational needs.

• Complete assigned tasks within established deadlines while maintaining high service quality.

Enterprise Systems & Tools

• Provide basic support and troubleshooting for Microsoft Windows environments.

• Support Microsoft Teams, OneDrive, and common enterprise desktop applications.

• Assist with device management and software deployment platforms such as SCCM, LANDesk, or Altiris.

• Troubleshoot basic Virtual Desktop Infrastructure (VDI) issues.

• Provide basic support for Mobile Device Management (MDM) platforms such as AirWatch, XenMobile, or MobileIron.

Required Qualifications

• 3–4 years of hands-on experience providing onsite IT field support, desktop support, or end-user computing support.

• Strong experience installing, configuring, diagnosing, and repairing desktops, laptops, printers, and computer peripherals.

• Practical experience with computer imaging, workstation deployment, software installation, and Windows administration.

• Experience troubleshooting hardware, software, operating systems, and network connectivity issues.

• Working knowledge of TCP/IP, DNS, DHCP, VPN, and RDP.

• Basic understanding of enterprise LAN and WAN network environments.

• Ability to provide onsite smart hands support for networking and infrastructure equipment.

• Familiarity with antivirus, anti-spyware, and endpoint security tools.

• Experience using IT service management and ticketing platforms such as ServiceNow or Remedy.

• Strong analytical, troubleshooting, and problem-solving skills.

• Excellent interpersonal, customer service, and communication skills.

• Ability to work independently, manage multiple requests, and meet established deadlines.

• Ability to lift or move IT equipment weighing up to 50 pounds (approximately 23 kg).

• Full professional proficiency in both English and Spanish is required.

Preferred Qualifications

• Associate's degree in Electronics, Information Technology, Computer Science, or a related technical field.

• CompTIA A+ certification.

• Experience with Microsoft SCCM, LANDesk, or Altiris.

• Familiarity with MDM platforms, including AirWatch, XenMobile, or MobileIron.

• Basic experience supporting VDI environments.

• Experience with Microsoft Teams and OneDrive troubleshooting.

• Previous experience supporting enterprise IT environments and structured IT service delivery operations.

Work Schedule & Requirements

• Location: Caguas, Puerto Rico – Onsite

• Regular Schedule: Monday through Friday

• Working Hours: 11:00 AM–8:00 PM (AST)

• Weekend Support: Occasional weekend availability is required to respond to unexpected incidents or critical technical support needs.

• Language: English and Spanish – Fully bilingual

Ideal Candidate Profile

The ideal candidate is a dependable, service-oriented IT professional with strong hands-on desktop support experience and the ability to troubleshoot technical issues efficiently in an enterprise environment.

The successful candidate should be comfortable performing computer imaging, laptop and desktop deployments, employee onboarding and offboarding support, Windows troubleshooting, basic network diagnostics, and onsite smart hands activities.

Strong communication skills, attention to detail, professionalism, and the ability to work independently are essential for success in this position.