IT Support Specialist

Assurant; San Juan (PR); On-site; USD 42,000 - 62,000; Full time

Job summary

Assurant is seeking an IT Support Associate to provide first-level technical support to end users and ensure reliable IT services. The role covers hardware, software, networking, and user access, with emphasis on ITSM processes and incident management.

You will resolve routine issues, document steps, and collaborate with IT teams to improve service delivery. Bilingual English/Spanish required for global communications and user support.

Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Systems, Computer Science or Engineering, or equivalent experience.
• At least two (2) years of experience in Technical Support, Help Desk, Service Desk, Desktop Support, or similar IT support role.
• Experience supporting Windows desktop environments.
• Experience administering and supporting Microsoft 365 services.
• Experience with identity and access management solutions (e.g., Active Directory, Okta).
• Basic Microsoft Azure administration knowledge.
• Knowledge of DNS, DHCP, and networking fundamentals.
• Understanding of cybersecurity fundamentals, endpoint protection, phishing awareness, and security incident escalation procedures.
• Familiarity with endpoint management solutions such as Microsoft Intune, endpoint provisioning, and device compliance management.
• Knowledge of IT Service Management (ITSM) concepts and processes.
• Understanding of Incident Management, Request Fulfillment, escalation procedures, and SLA management.
• Strong customer service orientation and commitment to delivering a positive end-user experience.
• Excellent written, verbal, and interpersonal communication skills in Spanish and English.
• Ability to collaborate effectively across technical and business teams.
• Demonstrated accountability, organization, and attention to detail.

Responsibilities

• Provide first-level support for hardware, software, telecommunications, mobile devices, and network connectivity issues.
• Perform troubleshooting, diagnosis, and resolution of routine technical incidents affecting end users and business operations.
• Respond to requests for support, installation, configuration, relocation, and removal of hardware and software provided by the company.
• Own and track incidents and service requests through resolution, ensuring compliance with established SLAs.
• Administer and maintain IT service management processes related to Incident Management and Request Fulfillment.
• Identify recurring issues, incident trends, and service improvement opportunities and communicate findings to appropriate IT teams.
• Collaborate with internal technical teams and third-party vendors to resolve escalated incidents and service requests.
• Provide excellent customer service and maintain effective communication with end users throughout the support lifecycle

Skills

Analytical skills

Troubleshooting

Windows support

Microsoft 365

AD/Okta

Azure knowledge

Networking basics

ITSM/ITIL

Bilingual (Spanish/English)

Education

AA/AS or BA/BS in IT or related field

Tools

ServiceNow

Jira Service Management

Freshservice

Ivanti

ManageEngine

Power Automate

Power Apps

Copilot/Claude

Job description

Assurant is seeking an IT Support Associate to provide first-level technical support to end users and ensure reliable IT services. The role covers hardware, software, networking, and user access, with emphasis on ITSM processes and incident management.

You will resolve routine issues, document steps, and collaborate with IT teams to improve service delivery. Bilingual English/Spanish required for global communications and user support.