IT Service Desk Analyst II — Hybrid, Tier-2 Support

Northbridge University; San Juan, Northern (PR, KY); Hybrid; USD 48,000 - 60,000; Full time

Benefits offered by this job

401(k) with an Employer Match

Paid Time Off

Disability / Life & AD&D

Educational and Professional Develop.

Job summary

Northbridge University seeks an IT Service Desk Analyst II to act as primary technical contact and deliver expert end-user support. The role includes mentoring staff, triaging tickets, and coordinating with vendors for service delivery.

The ideal candidate has a minimum of 3 years in desktop support and related IT areas, fluent in English and Spanish, and is able to work in the San Juan, Puerto Rico hybrid office.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Minimum 3 years of experience and/or training in desktop support and related IT areas.
• Must read, write, and speak English and Spanish.
• Hybrid work model in San Juan, PR office.

Responsibilities

• Monitor and triage Help Desk tickets and provide expert-level support.
• Mentor junior staff and lead initiatives in IT support.
• Deliver end-user support and serve as local remote hands for admins or engineers.
• Coordinate support across departments and vendors to ensure service delivery.
• Log customer interactions and manage escalation and follow-up actions.
• Adhere to IT policies, security standards, and SLAs.

Skills

Analytical skills

Problem solving

Verbal and written communication

Bilingual English/Spanish

Hybrid work readiness

Education

Bachelor's degree in Information Technology, Computer Science, or related field

Job description

Northbridge University seeks an IT Service Desk Analyst II to act as primary technical contact and deliver expert end-user support. The role includes mentoring staff, triaging tickets, and coordinating with vendors for service delivery.

The ideal candidate has a minimum of 3 years in desktop support and related IT areas, fluent in English and Spanish, and is able to work in the San Juan, Puerto Rico hybrid office.