IT Service Desk Analyst I: Fast-Track Tech Support

MCS Puerto Rico; San Juan (PR); On-site; USD 30,000 - 50,000; Full time

Job summary

MCS Puerto Rico is seeking a first-level IT support specialist to assist internal and external customers with service requests, inquiries, and issue resolution. You will troubleshoot hardware, software, and system problems and document incidents to ensure timely follow-up.

Responsibilities include ticketing, escalation when needed, and collaboration with IT teams to support IT services, procedures, and technology-related communications. Bilingual Spanish/English preferred; on-site in Puerto Rico.

Qualifications

• Associate Degree or 60-64 credits in Computer Science or related.
• Bachelor’s degree in Computer Science or related.
• Two years of experience in computers, (software & hardware), Microsoft, and telephony.
• Driver's license valid in Puerto Rico.
• Knowledge of Windows platform and MS Office, LAN connections, PC, printer, copier, and fax repair.

Responsibilities

• Provide first-level technical support by handling calls, service requests, and incidents; identify user needs and troubleshoot issues.
• Maintain accurate ticket documentation in accordance with procedures and Service Desk standards.
• Research, diagnose, and resolve technical issues using available resources and escalate as needed.
• Monitor support trends and communicate findings to support continuous service improvement.
• Serve as liaison between end users and IT support teams.
• Install, configure, maintain, and troubleshoot applications, operating systems, and computer equipment.
• Assist with IT asset and inventory activities and IT projects as required.
• Must comply with all company policies and regulatory requirements.

Skills

Customer support

Troubleshooting

Documentation

Communication

Education

Associate Degree or 60-64 credits in CS/IS

Bachelor’s degree in CS/IS

Tools

Windows OS

MS Office

LAN

PC repair

Job description

MCS Puerto Rico is seeking a first-level IT support specialist to assist internal and external customers with service requests, inquiries, and issue resolution. You will troubleshoot hardware, software, and system problems and document incidents to ensure timely follow-up.

Responsibilities include ticketing, escalation when needed, and collaboration with IT teams to support IT services, procedures, and technology-related communications. Bilingual Spanish/English preferred; on-site in Puerto Rico.