IT Help Desk

BMA Group Global; Ceiba (PR); On-site; USD 42,000 - 62,000; Full time

Job summary

BMA Group Global is seeking an IT Help Desk and Desktop Support Technician to provide first-level technical support and ensure operation of computers, phones, and peripherals. The role supports new hires, training sessions, client implementations, and ongoing business operations with strong troubleshooting and documentation skills.

Experience with Microsoft 365 and 50+ users is preferred. The position focuses on ensuring reliable technology operations in a fast-paced environment and requires

Qualifications

• 2+ years in IT support, help desk, or desktop support.
• Experience supporting 50+ workstations/users.
• Familiarity with contact center or continuous-service operations preferred.
• Knowledge of Microsoft 365.
• Strong troubleshooting and documentation skills.

Responsibilities

• Prepare, install, configure, and maintain computers, workstations, phones, peripherals, and other technology equipment.
• Provide Level 1 technical support to employees and users.
• Diagnose and troubleshoot hardware, software, operating systems, applications, peripherals, and connectivity issues.
• Document technical incidents, troubleshooting activities, and resolutions accurately.
• Escalate complex technical issues to specialized technology teams when necessary.
• Install and configure operating systems, applications, and related software.
• Support Microsoft 365, network connectivity, telephony systems, and remote-access tools.
• Assist with user account setup, access management, and device security.
• Maintain accurate inventory records for technology equipment, devices, and user access.
• Support technology setup and testing for new hires, training sessions, implementations, client operations.
• Assist in maintaining reliable technology operations within a continuous-service environment

Skills

Level 1 support

Troubleshooting

Documentation

Problem solving

Prioritization

Escalation management

Communication

Tools

Microsoft 365

Telephony systems

Remote-access tools

Computer networks

Job description

We are seeking an IT Help Desk and Desktop Support Technician to provide first-level technical support and ensure the effective operation of computers, workstations, phones, peripherals, and other technology equipment.

The ideal candidate will have hands‑on experience supporting users in a fast‑paced environment, troubleshooting hardware, software, connectivity, and access‑related issues. This role will also support equipment deployment, technology inventory, user access management, and operational readiness for new hires, training sessions, client implementations, and ongoing business operations.

Key Responsibilities

• Prepare, install, configure, and maintain computers, workstations, phones, peripherals, and other technology equipment.
• Provide Level 1 technical support to employees and users.
• Diagnose and troubleshoot hardware, software, operating systems, applications, peripherals, and connectivity issues.
• Document technical incidents, troubleshooting activities, and resolutions accurately.
• Escalate complex technical issues to specialized technology teams when necessary.
• Install and configure operating systems, applications, and related software.
• Support Microsoft 365, network connectivity, telephony systems, and remote-access tools.
• Assist with user account setup, access management, and device security.
• Maintain accurate inventory records for technology equipment, devices, and user access.
• Support technology setup and testing for new hires, training sessions, implementations, client operations.
• Assist in maintaining reliable technology operations within a continuous-service environment

Qualifications

• Minimum of 2 years of experience in IT technical support, Help Desk, Desktop Support, or a similar role.
• Hands‑on experience installing and configuring computers, operating systems, applications, peripherals, and connectivity.
• Experience supporting environments with at least 50 workstations or users.
• Experience working in a contact center or continuous-service operation is preferred.
• Knowledge and experience with Microsoft 365.
• Familiarity with computer networks and connectivity troubleshooting.
• Experience with telephony systems and remote-access tools is preferred.
• Knowledge of device security and user access administration.
• Experience maintaining IT equipment and technology inventory.
• Strong troubleshooting, documentation, and problem‑solving skills.
• Ability to prioritize technical issues and coordinate escalations appropriately.