Systems Support Officer

Oriental; San Juan (PR); On-site; USD 45,000 - 65,000; Full time

Job summary

Oriental is seeking a Systems Support Officer to maintain and troubleshoot the Bank's desktop computing environment, including workstations, printers, mobile devices, and related IT resources. The role focuses on delivering reliable end-user support and keeping technology assets operating efficiently.

The ideal candidate holds a Bachelor's degree in a related field and at least two years of hands-on desktop support experience, with strong English and Spanish communication skills to assist staff

Qualifications

• Bachelor's degree in Computer Science, Information Systems, Information Technology, or a related field.
• Minimum of two (2) years of experience supporting desktop and laptop hardware, software, peripherals, and network-connected equipment.
• Working knowledge of desktop operating systems, networking concepts, hardware troubleshooting, and technology support best practices.
• Strong analytical, problem-solving, and troubleshooting skills with attention to detail.
• Excellent customer service and interpersonal skills.
• Ability to prioritize multiple tasks and work effectively in a fast-paced environment.
• Strong verbal and written communication skills in both Spanish and English is required.
• Proficiency in Microsoft Office applications including Word, Excel, PowerPoint, Outlook, Teams, and related productivity tools.

Responsibilities

• Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to deliver required desktop service levels.
• Collaborate with Technology team members to ensure efficient operation of the organization's desktop computing environment.
• Support development and implementation of new computer projects and new hardware installations.
• Participates in the deployment, maintenance, repair and general support and upgrade of desktop hardware, software, operating systems and printers.
• Assists the bank employees with desktop issues, both via the Help Desk, On-site visits or remotely.

Skills

Network+ and A+ preferred

Troubleshooting and technical problem

Customer service excellence

Problem-solving and analytical

Teamwork and collaboration

Ability to learn and adapt to new

Hardware and software diagnostics

Knowledge of operating systems

Networking fundamentals

Desktop support and maintenance

Communication of technical information

Mobile device support

Utilization of AI tools to enhance

Process documentation and record

Maintenance of technical documentation

Inventory control and asset management

Education

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

Job description

The Systems Support Officer is responsible for supporting, maintaining, and troubleshooting the Bank's desktop computing environment, including computer systems, laptops, peripherals, printers, mobile devices, and related technology resources. This role ensures optimal workstation performance, provides technical support to end users, and contributes to the efficient operation of the organization's technology infrastructure.

Responsibilities

• Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to deliver required desktop service levels.
• Collaborate with Technology team members to ensure efficient operation of the organization's desktop computing environment.
• Support development and implementation of new computer projects and new hardware installations.
• Participates in the deployment, maintenance, repair and general support and upgrade of desktop hardware, software, operating systems and printers.
• Assists the bank employees with desktop issues, both via the Help Desk, On-site visits or remotely.
• Identifies user’s hardware & software needs, provides immediate assistance or refers needs to the proper department
• Repairs and maintain user desktop, printer and/or scanner hardware when required.
• Defines users, user group, and access privileges to end users for files and other resources.
• Helps maintain overall network in optimal performance by monitoring and analyzing their components
• Follows standards and procedures to ensure that PC, printing and related resources are available.
• Ensure issues are resolved in minimum time, and service requests are completed in an efficient and effective manner.
• Maintains desktop resources in accordance with the established standards
• Perform other duties as assigned.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, Information Technology, or a related field is required.
• Minimum of two (2) years of experience supporting desktop and laptop hardware, software, peripherals, and network-connected equipment.
• Minimum education and experience requirements may be substituted with an equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities.
• Working knowledge of desktop operating systems, networking concepts, hardware troubleshooting, and technology support best practices.
• Strong analytical, problem-solving, and troubleshooting skills with attention to detail.
• Excellent customer service and interpersonal skills.
• Ability to prioritize multiple tasks and work effectively in a fast-paced environment.
• Strong verbal and written communication skills in both Spanish and English is required.
• Proficiency in Microsoft Office applications including Word, Excel, PowerPoint, Outlook, Teams, and related productivity tools.

Skills

• Network+ and A+ preferred.
• Troubleshooting and technical problem resolution.
• Customer service excellence.
• Problem-solving and analytical thinking.
• Technical issue analysis and diagnosis.
• Teamwork and collaboration.
• Ability to learn and adapt to new software, hardware, and technologies.
• Hardware and software diagnostics.
• Knowledge of operating systems.
• Networking fundamentals.
• Desktop support and maintenance.
• Ability to communicate technical information clearly and effectively to end users.
• Mobile device support and troubleshooting.
• Utilization of Artificial Intelligence (AI) tools to enhance productivity and efficiency.
• Process documentation and record integrity.
• Maintenance of technical documentation and work records.
• Inventory control and asset management.

Company Conformance

Employee is expected to successfully perform quality work within deadlines with or without supervision, interact professionally with other employees, customers and suppliers; work effectively as a team contributor on all assignments and work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.

Bank Secrecy Act

In the performance of their respective tasks and duties, employees will maintain knowledge of Bank Secrecy Act regulations and all other regulatory, security, bank policies and procedures.

Physical and Working Conditions

In the performance of respective tasks and duties, the employee is expected to successfully perform the essential functions of the position. Reasonable employee accommodation for physical or mental disabilities will be considered on a case-by-case basis. While performing duties the employee is required to sit, talk, hear, lift up to 20 lbs., and may be required to work evenings and/or weekends, attend remote or onsitemeetings and/or to travel.

Other Duties

This job description in no way should be construed as a contract for employment. The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not a comprehensive inventory of all duties, responsibilities, and qualifications required for this job. Duties may be subject to change at any time due to reasonable accommodation or other reasons. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time

WORK AUTHORIZATION & ELEGIBILITY

• Legally authorized to work in the US is required. This position is of indefinite duration and requires candidates to have permanent or ongoing work authorization.
• Employee is responsible for maintaining eligible work authorization throughout his tenure with the organization.

Oriental is an Equal Opportunity Employer (EEO/Affirmative Action for Veterans/Workers with Disabilities)

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