Help Desk Support Specialist

Socket.dev; San Juan (PR); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Job summary

Socket.dev is seeking a Helpdesk Specialist to provide technical support to end-users, troubleshoot hardware/software, and maintain IT equipment. The role involves monitoring system activity, configuring devices, and ensuring HIPAA-compliant IT operations.

Responsibilities include assisting with setup, managing access control, and administering the Nextiva PBX system, while traveling up to 60% of the time to client sites in Puerto Rico. Fluency in English and Spanish is required.

Qualifications

• Experience in a helpdesk support role.
• Fluent in English and Spanish.
• Comfortable traveling within Puerto Rico.

Responsibilities

• Provide hands-on support for desktops, laptops, phones, printers, and peripherals.
• Monitor system logs and activity on end-user hardware.
• Maintain and update IT equipment, hardware, and software.
• Manage inventory of devices.
• Assist with setup and configuration of equipment for staff.
• Respond to helpdesk requests with effective solutions.
• Ensure security and HIPAA compliance in IT operations.
• Create and maintain SOPs for IT tasks.
• Manage role-based access and Active Directory user management.
• Administer Nextiva PBX system.
• Travel to client sites as required.

Skills

Microsoft 365

Windows 10

Bilingual EN/ES

End-user Support

Active Directory

Communication Skills

Documentation

Teamwork

Job description

Description

Position Summary

The Helpdesk Specialist will provide technical support and assistance to end-users within the organization. This role involves troubleshooting hardware and software issues, maintaining IT equipment, and ensuring smooth operation of all IT systems.

Duties and Responsibilities

• Technical Support: Provide hands-on support to end-users for desktops, laptops, phones, printers, and peripherals.
• System Monitoring: Monitor system logs and activity on end-user hardware to identify and resolve issues.
• Maintenance: Maintain and update IT equipment, hardware, and software.
• Device Inventory: Maintain a current inventory of all technological devices.
• Technical Setup: Assist with the setup and configuration of technical equipment for internal and remote team members.
• Helpdesk Response: Respond promptly to requests received through the IT Helpdesk system and provide effective solutions.
• Security Compliance: Ensure all IT operations meet high security and compliance standards, including HIPAA regulations.
• Documentation: Create and maintain standard operating procedures (SOPs) for IT-related tasks.
• Access Control: Manage role-based access and department controls for end-users.
• Active Directory: Utilize Active Directory services for user management.
• PBX System: Administer and support the Nextiva PBX.

Knowledge and Skills

• Microsoft Applications: Proficiency in Microsoft Office 365 and other Microsoft applications.
• Operating Systems: Strong knowledge of Windows 10 OS platforms.
• Audio-Visual: Experience with audio-visual conferencing setup and deployment.
• Device Support: Ability to support various handheld devices, including phones and tablets.
• Communication: Excellent verbal and written communication skills (Must be fluent in English and Spanish).
• Organization: Strong organizational skills and the ability to multi-task.
• Problem-Solving: Strong analytical and problem-solving skills.
• Experience: At least 1 year of experience in a helpdesk support role.
• Team Player: Ability to work effectively in a team environment.
• Positive Attitude: Maintain a positive CANI (Continuous and Never-Ending) attitude.

Abilities

• Technical Support: Ability to configure, support, and maintain computers and related systems.
• Troubleshooting: Ability to troubleshoot and analyze technical issues.
• Maintenance: Assist in the installation, support, training, testing, and deployment of technology

Travel

This position requires at least 60% travel.

Requirements

Requirement: Must have reliable transportation to visit clients within Puerto Rico