First-Line IT Support Specialist (Help Desk)

Assurant, Inc.; San Juan (PR); On-site; USD 42,000 - 64,000; Full time

Job summary

Assurant, Inc. in San Juan, PR is seeking a Technical Support Associate to deliver first-level IT support across the organization, covering hardware, software, networking, and user access.

You will help maintain IT services and support ITSM incident management, requests, and SLA compliance. The role requires 2+ years in technical support, strong English and Spanish communication, and experience with Windows, Microsoft 365, Active Directory, and ITIL concepts.

Qualifications

• Two years of IT help desk/technical support experience.
• Experience with Windows desktop support.
• Experience with Microsoft 365 services.
• Knowledge of ITSM concepts and processes.

Responsibilities

• Provide first-level support for hardware, software, telecommunications, mobile devices, and network connectivity issues.
• Troubleshoot and resolve routine incidents affecting end users and business operations.
• Respond to requests for hardware/software installation, configuration, relocation, and removal.
• Own incidents and requests through resolution per SLAs.
• Administer ITSM processes related to Incident Management and Request Fulfillment.
• Identify recurring issues and report trends to IT teams.
• Collaborate with internal teams and vendors to resolve escalations.
• Deliver excellent customer service and maintain effective communication throughout the lifecycle.

Skills

Analytical skills

Troubleshooting

Problem solving

Customer service

Education

Associate's or Bachelor's degree in IT/CS/Engineering

Tools

Microsoft 365

Active Directory

Okta

Microsoft Azure

Intune

Job description

Assurant, Inc. in San Juan, PR is seeking a Technical Support Associate to deliver first-level IT support across the organization, covering hardware, software, networking, and user access.

You will help maintain IT services and support ITSM incident management, requests, and SLA compliance. The role requires 2+ years in technical support, strong English and Spanish communication, and experience with Windows, Microsoft 365, Active Directory, and ITIL concepts.