IT SPECIALIST

Socket.dev; San Juan (PR); On-site; USD 52,000 - 72,000; Full time

Job summary

Socket.dev is seeking an IT Specialist to provide hands-on technology support across the organization. The role manages service desk requests, troubleshoots hardware, software, network, and business application issues, administers user access, and maintains asset records.

The ideal candidate combines technical expertise with excellent customer service, clear communication, and ownership to drive reliable technology services.

Qualifications

• Bachelor’s degree or equivalent experience in IT.

Responsibilities

• Receive, document, categorize, prioritize, and resolve incidents and service requests according to established service levels.
• Diagnose hardware, software, operating system, network, and peripheral issues.
• Test solutions and identify workarounds to minimize downtime.
• Communicate progress, resolutions, and next steps clearly to users.
• Escalate unresolved issues with complete troubleshooting documentation.
• Document recurring issues and procedures to strengthen the knowledge base.
• Create and maintain user accounts, groups, and permissions.
• Support and maintain commonly used business applications and integrations.
• Apply OS patches and upgrades and monitor updates.
• Train users on productivity tools and security awareness.
• Educate users on proper technology practices to encourage adoption.

Skills

Customer service

Communication

Analytical thinking

Documentation

Independent work

Education

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

Tools

Ticketing system

Microsoft Office

Windows OS

Networking basics

Job description

POSITION SUMMARY

The IT Specialist provides responsive, hands‑on technology support across the organization. This position manages service desk requests, troubleshoots hardware, software, network, and business application issues, administers user access, maintains accurate technology asset records, and supports system upgrades and technology projects.

The ideal candidate combines technical expertise with excellent customer service, clear communication, and a strong sense of ownership.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Service Desk and Technical Support

• Receive, document, categorize, prioritize, and resolve incidents and service requests according to established service levels.
• Diagnose hardware, software, operating system, network, communications, peripheral, and audiovisual issues.
• Test solutions and identify practical workarounds to minimize downtime.
• Communicate progress, resolutions, and next steps clearly to users.
• Escalate unresolved issues with complete troubleshooting documentation and monitor them through resolution.
• Document recurring issues, solutions, and procedures to strengthen the technical knowledge base.

User Access, Systems, and Applications

• Create and maintain user accounts, groups, permissions, shared resources, and peripheral access according to established security and approval requirements.
• Support and maintain commonly used business applications and integrations.
• Apply operating system patches and upgrades and monitor application updates, features, and support requirements.
• Train users on productivity tools, system use, and security awareness.
• Educate users on proper technology practices to encourage adoption and reduce recurring support requests.

Technology Assets and Vendor Coordination

• Maintain accurate hardware, software, license, assignment, and lifecycle records.
• Install, configure, assess, repair, and replace computers, mobile devices, printers, network equipment, and related peripherals.
• Coordinate with technology vendors and external support partners.
• Gather specifications, pricing, and purchasing information when required.
• Prepare asset, usage, license, and lifecycle reports to support planning and budgeting decisions.

Projects and Continuous Improvement

• Clarify technical requirements and provide hands‑on support during project planning, testing, implementation, and rollout.
• Research tools and improvements that increase system efficiency, reliability, security, and user productivity.
• Collaborate with internal teams to align technology upgrades and solutions with organizational priorities and operational needs.
• Maintain current technical knowledge through ongoing learning, research, and training.

QUALIFICATIONS

• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred. An equivalent combination of education and relevant experience will be considered.
• Two to four years of experience providing technical support in a multi‑user environment.
• Working knowledge of Windows environments, Microsoft Office applications, computer hardware, peripherals, basic networking, and troubleshooting practices.
• Experience using a ticketing or IT service management platform.
• Ability to prepare and maintain clear technical documentation.
• Strong analytical, organizational, and problem‑solving skills.
• Ability to prioritize competing requests, protect confidential information, and work independently.
• Strong written and verbal communication skills in English.
• Ability to explain technical information to users with different levels of technical expertise.

CORE COMPETENCIES

• Customer service orientation
• Analytical thinking and problem‑solving
• Attention to detail
• Adaptability and flexibility
• Initiative and accountability
• Effective communication
• Teamwork and collaboration
• Time management and prioritization
• Ability to remain calm under pressure

SCHEDULE AND WORK ENVIRONMENT

• Work is performed primarily indoors in a professional environment, with occasional work at alternate or off‑site locations.
• Must be available to respond to urgent technical issues and participate in on‑call coverage.
• Evening or weekend work may be required, sometimes with limited advance notice.
• Regular use of computers, mobile devices, printers, audiovisual equipment, network equipment, hand tools, and related technology is required.

PHYSICAL REQUIREMENTS

This position requires extended periods of computer use and the ability to stand, walk, bend, kneel, crouch, climb, and reach. The employee must also be able to move technology equipment weighing up to 50 pounds, with or without reasonable accommodation.

This job description summarizes the primary responsibilities of the position and is not intended to be an exhaustive list. Responsibilities may change based on organizational needs, and additional related duties may be assigned.

TPIS is an Equal Opportunity Employer (EEO Employer / Affir…)