IT Specialist

My Wireless; Guaynabo (PR); On-site; USD 16,531 - 22,041; Full time

Job summary

My Wireless is seeking an IT Support Specialist I to provide first-level technical support at retail locations. This entry-level role involves troubleshooting, ticket intake, and issue resolution while gaining exposure to IT projects under supervision.

Responsibilities include assisting with hardware setup, basic connectivity checks, and responding to access requests. The ideal candidate will possess a high school diploma and some IT training. This role provides a chance to grow technical skills in a supportive environment.

Qualifications

• High school diploma or equivalent required.
• IT coursework, certification, or training preferred.
• 0–1 years of IT support or helpdesk experience preferred.

Responsibilities

• Serve as the first point of contact for IT support tickets.
• Perform Level 1 troubleshooting using documented procedures.
• Accurately document issues, troubleshooting steps, and resolutions.
• Assist with Level 2 troubleshooting under supervision.
• Participate in IT projects such as system rollouts and upgrades.

Skills

Basic troubleshooting

Ticket management

Documentation skills

Customer service

Education

High school diploma or equivalent

IT coursework or certification

Tools

Ticketing system

Job description

Job Details

Job Location: PR - SAN PATRICIO PLAZA MALL - D1 - Guaynabo, PR 00966

Position Type: Full Time

Salary Range: $12.00 - $16.00 Hourly

Position Summary

The IT Support Specialist I – Retail (Level 1) is an entry‑level IT support role responsible for providing first‑level technical support to My Wireless AT&T retail locations. This position focuses on basic troubleshooting, ticket intake, issue triage, and escalation, while also gaining exposure to IT projects and higher‑level support activities under direct supervision.

This role may assist with Level 2 issues and project work only under the guidance and oversight of the IT Manager or senior IT staff. The position does not independently own advanced troubleshooting, system configuration, vendor management, or infrastructure decisions.

Essential Job Duties and Responsibilities

• Serve as the first point of contact for IT support tickets submitted by retail locations.
• Perform Level 1 troubleshooting using documented procedures, knowledge base articles, and checklists.
• Accurately document issues, troubleshooting steps, and resolutions in the ticketing system.
• Identify when issues exceed Level 1 scope and elevate appropriately.
• Follow defined SLAs, escalation paths, and prioritization guidelines.

Assisted Level 2 Support (Under IT Manager Oversight)

• Assist with Level 2 troubleshooting activities as assigned and supervised by the IT Manager or senior IT staff.
• Support diagnostics and remediation efforts for more complex issues after initial triage.
• Perform tasks such as testing, validation, documentation, or implementation support without independent ownership.
• Use Level 2 exposure as a learning opportunity to build technical skills.

Project Support & Implementation Assistance

• Participate in IT projects such as system rollouts, upgrades, store openings, or equipment refreshes under IT Manager direction.
• Assist with project‑related tasks including preparation, deployment support, testing, and documentation.
• Follow established project plans, timelines, and change management processes.
• Does not act as a project owner or lead.

Hardware & Peripheral Support (Level 1 / Assisted Level 2)

• Perform basic troubleshooting and setup for store hardware and peripherals.
• Assist with hardware replacement and deployment using predefined configurations.
• Support higher‑level hardware troubleshooting only with supervision.

Network & Internet Support (Basic / Assisted)

• Perform basic connectivity checks and validation steps.
• Assist with ISP or aggregator ticket coordination.
• Support additional diagnostics or remediation steps as directed.
• No independent network configuration authority.

UCaaS / VoIP, Printer & CCTV Support (Level 1 / Assisted)

• Perform basic troubleshooting and verification steps.
• Assist with provisioning, replacements, or testing as directed.
• Escalate complex issues or perform assisted troubleshooting with oversight.

System Access & User Support

• Handle basic access requests such as password resets and access verification.
• Assist with access provisioning tasks with proper approvals.
• Support audits or access reviews as requested.

Qualifications

• High school diploma or equivalent required.
• IT coursework, certification, or training preferred.
• 0–1 years of IT support or helpdesk experience preferred.