Senior Desktop Support Technician (Hybrid – On-Call)

SmartLogix; San Juan (PR); Hybrid; USD 50,000 - 70,000; Full time

Job summary

SmartLogix is seeking a Desktop Support Technician II in San Juan, Puerto Rico. This role involves analyzing, troubleshooting, and solving hardware and software issues while delivering high-quality technical assistance. Responsibilities also include mentoring junior technicians and ensuring system readiness. Required qualifications include an associate's degree and 2 years of desktop support experience. The position offers a hybrid work model with 2 days onsite per week, contributing to a dynamic IT team focused on continuous improvement and user satisfaction.

Qualifications

• Minimum of 2 years of desktop support experience.
• Minimum of 3 years of customer service experience preferred.
• Experience working in enterprise IT environments.

Responsibilities

• Receive, log, track, and resolve support requests following established procedures.
• Handle escalations from Tier I Help Desk and unresolved incidents.
• Diagnose issues, perform root cause analysis, and implement effective solutions.
• Monitor systems and participate in on-call rotations for outage response.
• Support moves, adds, and changes (MAC), including equipment setup.
• Maintain documentation including knowledge base articles.

Skills

Advanced troubleshooting of desktops, laptops, peripherals, and mobile devices

Strong knowledge of Windows 10/11 and Microsoft Office 365

Experience with enterprise applications and business tools

Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi)

Familiarity with VoIP systems and remote access technologies

Experience with endpoint and configuration management

Knowledge of IT security principles

Experience with ITSM tools

Understanding of incident management and root cause analysis

Education

Associate degree in Information Technology, Computer Science, or related field

Job description

SmartLogix is seeking a Desktop Support Technician II in San Juan, Puerto Rico. This role involves analyzing, troubleshooting, and solving hardware and software issues while delivering high-quality technical assistance. Responsibilities also include mentoring junior technicians and ensuring system readiness. Required qualifications include an associate's degree and 2 years of desktop support experience. The position offers a hybrid work model with 2 days onsite per week, contributing to a dynamic IT team focused on continuous improvement and user satisfaction.