IT Service Desk Analyst II - Hybrid & Bilingual

National College Of Business & Technology; San Juan (PR); Hybrid; USD 48,000 - 64,000; Full time

Benefits offered by this job

401(k) with employer match

Disability & life insurance

Education and development program

Job summary

Northbridge University is hiring an IT Service Desk Analyst II in San Juan, PR, for a hybrid schedule supporting students, faculty, and staff. The role functions as a Tier 2 technical contact, mentors staff, and leads initiatives in specialized IT areas.

The ideal candidate will have a Bachelor's degree in IT/CS, 3+ years of desktop support experience, and fluency in English and Spanish to serve a diverse campus community.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Must read, write, and speak English and Spanish.
• Minimum of 3 years of experience and/or training that includes desktop support, network maintenance, and design.
• Excellent analytical and problem-solving skills.
• Strong verbal and written communication skills.
• Hybrid schedule available in San Juan, Puerto Rico office.

Responsibilities

• Monitor and triage Help Desk tickets and provide expert-level support.
• Provide technical guidance and training to users to improve experience and reliability.
• Act as technical lead for systems (LMS, CRM, cybersecurity, endpoint management).
• Mentor junior staff and lead initiatives in area of expertise.
• Provide end-user support and coordinate with admins/engineers for service continuity.
• Log interactions and manage escalation and follow-up actions.
• Ensure compliance with IT policies, SLAs and security standards.
• Deliver after-hours support for critical incidents.

Skills

Analytical skills

Communication skills

Bilingual English/Spanish

Education

Bachelor's degree in Information Technology/Computer Science

Job description

Northbridge University is hiring an IT Service Desk Analyst II in San Juan, PR, for a hybrid schedule supporting students, faculty, and staff. The role functions as a Tier 2 technical contact, mentors staff, and leads initiatives in specialized IT areas.

The ideal candidate will have a Bachelor's degree in IT/CS, 3+ years of desktop support experience, and fluency in English and Spanish to serve a diverse campus community.