IT Support Desk Analyst I

MCS Health; San Juan (PR); On-site; USD 42,000 - 56,000; Full time

Job summary

MCS Healthcare Holdings, LLC. in San Juan, Puerto Rico seeks a first‑level IT Support Technician to assist internal and external users with hardware, software, and network issues. The role emphasizes incident handling, documentation, and timely resolution in a fast-paced environment.

Responsibilities include triaging requests, guiding users on IT services, coordinating with other IT teams, and maintaining asset records while ensuring compliance with company policies and local regulations.

Qualifications

• Associate degree or 60–64 credits in CS or IS fields.
• Minimum 2 years of hardware/software/telephony experience.
• Proven ability to document incidents and follow procedures.
• Driver's license and Puerto Rico residency may be required.

Responsibilities

• Provide first-level technical support via calls and tickets.
• Maintain accurate ticket documentation and resolutions.
• Research, diagnose, and resolve technical issues; escalate when needed.
• Monitor service trends and communicate findings for improvement.
• Assist with IT asset management and equipment lifecycle tasks.

Skills

Customer service

Troubleshooting

Communication

Bilingual Spanish/English

Education

Associate Degree in Computer Science

Bachelor's degree in Computer Science

CompTIA A+ Certification

ITIL

ITMS

Tools

Windows OS

MS Office Suite

Ticketing system / ITSM

Job description

MCS Healthcare Holdings, LLC. in San Juan, Puerto Rico seeks a first‑level IT Support Technician to assist internal and external users with hardware, software, and network issues. The role emphasizes incident handling, documentation, and timely resolution in a fast-paced environment.

Responsibilities include triaging requests, guiding users on IT services, coordinating with other IT teams, and maintaining asset records while ensuring compliance with company policies and local regulations.