IT Service Desk Analyst Level II

MCS Puerto Rico; San Juan (PR); On-site; USD 42,000 - 64,000; Full time

Job summary

MCS Puerto Rico in San Juan is seeking an experienced IT Support Technician to handle software, hardware, and network incidents escalated by the IT Service Desk Level I. You will work with network and server admins to resolve complex problems and document procedures in ITSM.

You will help deploy new technologies, support enterprise applications, and ensure compliance with company policies across multiple locations, including healthcare facilities and corporate offices.

Qualifications

• Associate's Degree or 60–64 approved credits in CS or related IT fields.
• Two years of experience with computers, software/hardware, Microsoft, and telephony.
• Bachelor's Degree in CS or related IT fields; 1 year experience in computers, etc.; proven experience may replace requirements.

Responsibilities

• Resolve complex incidents and service requests escalated from IT Service Desk Level I.
• Provide advanced troubleshooting, diagnosis, and technical support for hardware, software, operating systems, applications, and end-user technologies.
• Install, configure, maintain, and upgrade desktops, laptops, printers, peripherals, telecommunications equipment, and enterprise applications.
• Develop, maintain, and deploy standard workstation images, configurations, and endpoint technology solutions.
• Document incidents, resolutions, technical procedures, and support activities within the ITSM platform.
• Collaborate with Service Desk, Infrastructure, Systems Administration, Telecommunications, vendors, and business stakeholders to resolve issues.
• Support technology-related projects, deployments, upgrades, migrations, and organizational initiatives.
• Monitor, research, and analyze technical issues to recommend and implement service improvements.

Skills

Advanced troubleshooting

Windows OS

MS Office

LAN knowledge

Telephony systems

ITIL knowledge

ITSM

A+

Education

Associate's degree in CS or related

Bachelor's degree in CS or related

Tools

ITSM platform

LAN testing tools

Job description

GENERAL DESCRIPTION:

Provides software, hardware, and network support for incidents and requests that are escalated by the IT Service Desk Analyst Level I due to complexity. Actively reviews, prioritizes, documents, tracks, and resolves clients’ incidents and service requests in person. Works together with network and server administrators to resolve complex problems. This includes prioritizing, documenting, resolving, and following up on end-user support requests. Maintains work planning and organization, conducting work processes and modifying plans to address unexpected situations.

Regular

Non-Exempt

GENERAL DESCRIPTION:

Provides software, hardware, and network support for incidents and requests that are escalated by the IT Service Desk Analyst Level I due to complexity. Actively reviews, prioritizes, documents, tracks, and resolves clients’ incidents and service requests in person. Works together with network and server administrators to resolve complex problems. This includes prioritizing, documenting, resolving, and following up on end-user support requests. Maintains work planning and organization, conducting work processes and modifying plans to address unexpected situations.

ESSENTIAL FUNCTIONS:

• Resolve complex incidents and service requests escalated from IT Service Desk Analyst Level I, ensuring timely and effective resolution.
• Provide advanced troubleshooting, diagnosis, and technical support for hardware, software, operating systems, applications, and end-user technologies.
• Install, configure, maintain, and upgrade desktops, laptops, printers, peripherals, telecommunications equipment, and enterprise applications.
• Evaluate, test, implement, and support new technologies, hardware, software, and system enhancements in accordance with organizational standards.
• Develop, maintain, and deploy standard workstation images, configurations, and endpoint technology solutions.
• Document incidents, resolutions, technical procedures, and support activities within the organization's IT Service Management (ITSM) platform.
• Collaborate with Service Desk, Infrastructure, Systems Administration, Telecommunications, vendors, and business stakeholders to resolve technical issues and support service delivery.
• Support technology-related projects, deployments, upgrades, migrations, and organizational initiatives.
• Monitor, research, and analyze technical issues, trends, and operational needs to recommend and implement service improvements.
• Provide support for enterprise collaboration, conferencing, teleconferencing, and end-user productivity tools.
• Handle IT asset lifecycle activities, including equipment deployment, inventory support, warranty coordination, hardware replacements, and asset tracking.
• Deliver on-site and remote support at corporate offices, healthcare facilities, and other business locations, including support for special events and operational requirements, as required.
• Must comply fully and consistently with all company policies and procedures, with local and federal laws as well as with the regulations applicable to our Industry, to maintain appropriate business and employment practices.
• May carry out other duties and responsibilities as assigned, according to the requirements of education and experience contained in this document.

MINIMUM QUALIFICATIONS:

Education and Experience:

Associate's Degree or at least sixty to sixty-four (60-64) approved college credits in Computer Science or areas related to Information Systems. At least two (2) years of experience in computers, (software & hardware), Microsoft, and telephony.

OR

Education and Experience:

Bachelor's Degree in Computer Science or areas related to Information Systems. At least one (1) year of experience in computers (software & hardware), Microsoft, and telephony.

"Proven experience may be replaced by previously established requirements."

Certifications / Licenses:

A Driver's License valid in the Commonwealth of Puerto Rico is required. A+, Network+ ITIL certifications are preferred. Other: ITIL, ITSM, Knowledge in LAN connections and repairs of PC, Printers, Copiers, and Faxes. Knowledge of Windows platform, MS Office.

Languages:

Spanish – Advanced (comprehensive, writing and verbal)

English – Advanced (comprehensive, writing and verbal)

“We are an Equal Employment Opportunity Employer and take Aff…”