IT Tier 2 Help Desk Technician

About the Role We are looking for a skilled Tier 2 Help Desk Analyst to serve as a key escalation point for desktop and enterprise support. In this role you will analyze and resolve complex hardware and software issues, mentor junior technicians, drive process improvements, and provide hands-on project support across the organization. Key Responsibilities Receive, log, and manage inbound support requests via phone and ticketing system, following defined ITSM procedures. Accept escalations from Tier I technicians and resolve incidents that require advanced expertise. Perform root cause analysis on recurring issues and implement lasting fixes. Identify and recommend process improvements to enhance service delivery and SLA compliance. Provide mentoring, guidance, and knowledge transfer to less experienced Help Desk staff. Participate in an on-call rotation for after-hours system monitoring and outage response. Handle specialized functions including Security Administration, user provisioning, and access management. Execute moves, adds, and changes (MAC) for workstations and related peripherals. Support IT projects such as system upgrades, software rollouts, and infrastructure migrations. Technical Skills Advanced troubleshooting of desktops, laptops, mobile devices, and peripherals. Strong proficiency with Windows 10/11 and Microsoft 365 (Office suite, Teams, SharePoint, Exchange). Experience supporting enterprise applications and line-of-business software.

Solid understanding of networking fundamentals:

TCP/IP, DNS, DHCP, VPN

, and Wi-Fi. Familiarity with VoIP systems, telecommunications, and remote access technologies. Hands-on experience with endpoint management tools: imaging, patching, and software deployment.

Knowledge of IT security principles:

user access controls, password policies, and endpoint protection. Ability to perform security administration tasks including user provisioning, access changes, and access audits. Experience with ITSM platforms for ticketing, escalation, and request management. Exposure to root cause analysis and formal incident/problem management processes. Process & Operational Skills Ability to follow and enforce ITIL-based support processes consistently. Experience creating and maintaining technical documentation and knowledge base articles. Proven track record of identifying inefficiencies and proposing actionable improvements. Skilled in coordinating escalations across Tier I, Tier III, and external vendor teams .

Comfortable supporting IT projects:

upgrades, hardware rollouts, and site migrations. Availability to participate in on-call rotations for monitoring and outage response. Customer Service & Communication Strong customer service orientation; able to remain calm and effective under pressure. Excellent verbal and written communication skills. Ability to translate technical concepts into clear, user-friendly language. Demonstrated ability to manage multiple concurrent requests while meeting SLAs. Professional phone presence and experience handling high-volume inbound support calls. Education & Experience Associate's degree (AA/AS) in Information Technology, Computer Science, or a related field - or equivalent combination of education and experience. Minimum 2 years of desktop support experience covering hardware/software troubleshooting, networking basics, configuration management, security processes, and request management. Minimum 3 years of customer service experience strongly preferred.

Pay:

$20.00 per hour Ability to commute/relocate: San Juan, PR 00917: Reliably commute or planning to relocate before starting work (Preferred)

Education:

Associate (Preferred)

Experience:

Active Directory:

3 years (Preferred) Level 2

Support:

3 years (Preferred) Technical documentation: 3 years (Preferred)

User Provisioning :

3 years (Preferred) Identity & access management: 3 years (Preferred)

VDI:

3 years (Preferred)

Language:

English (Preferred)

Work Location:

In person