Information Technology Technician

Bionuclear of Puerto Rico, Ins./LabInfo, LLC; San Juan (PR); On-site; USD 32,000 - 42,000; Full time

Job summary

Bionuclear of Puerto Rico, Ins./LabInfo, LLC is seeking an Information Technology Technician to provide hardware and software support for internal and external customers. This non-exempt, full-time role reports to the Director and is based on-site in San Juan, Puerto Rico.

You will diagnose issues, perform installations, apply updates, create user accounts, and document processes while coordinating with external vendors as needed. Strong bilingual communication is a plus.

Qualifications

• Associate degree in Information Systems, Computer Science, or a related field, plus the experience indicated in the following section.
• Bachelor's degree, plus the experience indicated in the following section.
• Minimum of one year of experience as an Information Technology Technician, in Information Systems, or in similar roles.
• Minimum of three years of experience as an Information Technology Technician, in Information Systems, or in similar roles.

Responsibilities

• Provide hardware and software technical support to internal and external customers.
• Maintain communication with the customer and/or personnel who generate the call or service ticket to identify and diagnose software performance issues and determine whether the service will be provided remotely or on-site.
• Answer telephone calls from customers and internal personnel to guide and support them in a timely manner.
• Provide technical support (troubleshooting) according to the identified problem.
• Establish effective communication with technical personnel from other companies to consult on situations identified while providing technical support to customers.
• Perform software and hardware installations for internal and external customers within the established timeframe.
• Apply update modules (upgrades and updates) to the corresponding customer files to maintain optimal system performance.
• Create usernames and passwords for the use of the program modules.
• Perform interface installations and conduct data exchange testing between the analyzer and the system.
• Prepare and submit daily, or at the assigned frequency, a report detailing the tasks completed or pending for the designated day or period.
• Prepare, document, and deliver, as assigned, user manuals, processes, and/or procedures for the use of new technologies.
• Provide technical support in the handling, resolution, and documentation of problems, inquiries, and other technology and information systems matters.
• Establish and maintain responsible, honest, timely, professional, and courteous communication with supervisors, coworkers within and outside the department, customers, consultants, contractors, and any other person with whom they interact while performing their services.
• Fully and consistently comply with department and company policies and procedures as currently published or as may be enacted in the future, including, but not limited to, the Employee Handbook.
• Actively contribute to cultural transformations, as well as to upholding the company's mission and achieving its vision; exemplify, through performance and conduct, the philosophy of the culture of efficiency, Bionuclear's values, and the principles of the highest quality internal and external customer service.

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time San Juan, PR, PR

5 days ago Requisition ID: 1068

GENERAL POSITION INFORMATION

Job Title: Information Technology Technician
Department / Unit: Administration / LabInfo
Immediate Supervisor: Director
Classification: Non-Exempt

NATURE OF THE POSITION

Provide hardware and software technical support to internal and external customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Maintain communication with the customer and/or personnel who generate the call or service ticket to identify and diagnose software performance issues and determine whether the service will be provided remotely or on-site.
• Answer telephone calls from customers and internal personnel to guide and support them in a timely manner.
• Provide technical support (troubleshooting) according to the identified problem.
• Establish effective communication with technical personnel from other companies to consult on situations identified while providing technical support to customers.
• Perform software and hardware installations for internal and external customers within the established timeframe.
• Apply update modules (upgrades and updates) to the corresponding customer files to maintain optimal system performance.
• Create usernames and passwords for the use of the program modules.
• Perform interface installations and conduct data exchange testing between the analyzer and the system.
• Prepare and submit daily, or at the assigned frequency, a report detailing the tasks completed or pending for the designated day or period.
• Prepare, document, and deliver, as assigned, user manuals, processes, and/or procedures for the use of new technologies.
• Provide technical support in the handling, resolution, and documentation of problems, inquiries, and other technology and information systems matters.
• Establish and maintain responsible, honest, timely, professional, and courteous communication with supervisors, coworkers within and outside the department, customers, consultants, contractors, and any other person with whom they interact while performing their services.
• Fully and consistently comply with department and company policies and procedures as currently published or as may be enacted in the future, including, but not limited to, the Employee Handbook.
• Actively contribute to cultural transformations, as well as to upholding the company's mission and achieving its vision; exemplify, through performance and conduct, the philosophy of the culture of efficiency, Bionuclear's values, and the principles of the highest quality internal and external customer service.

INCIDENTAL DUTIES AND RESPONSIBILITIES

• Complete the corresponding labor form when a billable service is performed.
• Generate and close service tickets completed with customers.
• Provide support in answering incoming calls to the switchboard.
• Stay up to date on the latest technological advances, changes, and developments applicable to their duties and to the industry, and offer recommendations for process improvement.
• Attend and participate, as required, in meetings, presentations, and professional development and training activities.
• Other duties as needed.

EDUCATION

• Associate degree in Information Systems, Computer Science, or a related field, plus the experience indicated in the following section; or
• Bachelor's degree, plus the experience indicated in the following section.

PROFESSIONAL EXPERIENCE

• Minimum of one year of experience as an Information Technology Technician, in Information Systems, or in similar roles.
• Minimum of three years of experience as an Information Technology Technician, in Information Systems, or in similar roles.

OTHER REQUIREMENTS

Valid motor vehicle driver's license.

JOB COMPETENCIES

Knowledge, skills, abilities, and aptitudes required to perform the position:

• Excellent listening skills and verbal and written communication skills in Spanish and English
• Knowledge of LAN and WAN networks
• Broad knowledge of general hardware and software diagnostics
• Proficiency in hardware and software installation and configuration
• Good organizational, prioritization, coordination, and time management skills
• Excellent customer service, professional presence, and interpersonal skills
• Availability to work holidays, weekends, and extended hours as needed
• Availability to travel throughout the island of Puerto Rico
• Ability to give instructions and transfer knowledge effectively
• Ability to work as part of a team
• Ability to work under pressure
• Ability to multitask and meet deadlines
• Strong focus on achieving goals and objectives
• Ability to exercise discretion and confidentiality
• Excellent emotional self-management
• Advanced proficiency in Microsoft applications (Word, Excel, PowerPoint, Outlook)

DISCLAIMER

The information contained herein summarizes the general nature of the competencies and the level of complexity of the duties established for personnel in this position. Its content should not be interpreted as an exhaustive inventory of all duties, tasks, and responsibilities of the position. Other duties may be added, or existing ones may be modified, as determined by the company.

We are an Equal Employment Opportunity Employer and take Affinity Action to recruit Protected Veterans and Individuals with Disabilities.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race (including protected hairstyles), color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, military status, disability status and any other protected characteristic.

EEO/Affirmative Action for Veterans/Workers with Disabilities

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