Desktop Support Technician II

SmartLogix; San Juan (PR); Hybrid; USD 50,000 - 70,000; Full time

Job summary

SmartLogix is seeking a Desktop Support Technician II in San Juan, Puerto Rico. This role involves analyzing, troubleshooting, and solving hardware and software issues while delivering high-quality technical assistance. Responsibilities also include mentoring junior technicians and ensuring system readiness. Required qualifications include an associate's degree and 2 years of desktop support experience. The position offers a hybrid work model with 2 days onsite per week, contributing to a dynamic IT team focused on continuous improvement and user satisfaction.

Qualifications

• Minimum of 2 years of desktop support experience.
• Minimum of 3 years of customer service experience preferred.
• Experience working in enterprise IT environments.

Responsibilities

• Receive, log, track, and resolve support requests following established procedures.
• 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.
• Support moves, adds, and changes (MAC), including equipment setup.
• Maintain documentation including knowledge base articles.

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

Knowledge of IT security principles

Experience with ITSM tools

Understanding of incident management and root cause analysis

Education

Associate degree in Information Technology, Computer Science, or related field

Job description

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

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.

Work Model: Hybrid (2 days onsite per week – Monday and Thursday)

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.