Analista De Apoyo Al Usuario De It Nivel II

Regular

Non-Exempt

GENERAL DESCRIPTION:

Provides software, hardware, and network support for incidents and requests that are escalated by the IT Service Desk Analyst Level I due to complexity. Actively reviews, prioritizes, documents, tracks, and resolves clients’ incidents and service requests in person. Works together with network and server administrators to resolve complex problems. This includes prioritizing, documenting, resolving, and following up on end-user support requests. Maintains work planning and organization, conducting work processes and modifying plans to address unexpected situations.

ESSENTIAL FUNCTIONS:

• Resolve complex incidents and service requests escalated from IT Service Desk Analyst Level I, ensuring timely and effective resolution.
• Provide advanced troubleshooting, diagnosis, and technical support for hardware, software, operating systems, applications, and end-user technologies.
• Install, configure, maintain, and upgrade desktops, laptops, printers, peripherals, telecommunications equipment, and enterprise applications.
• Evaluate, test, implement, and support new technologies, hardware, software, and system enhancements in accordance with organizational standards.
• Develop, maintain, and deploy standard workstation images, configurations, and endpoint technology solutions.
• Document incidents, resolutions, technical procedures, and support activities within the organization's IT Service Management (ITSM) platform.
• Collaborate with Service Desk, Infrastructure, Systems Administration, Telecommunications, vendors, and business stakeholders to resolve technical issues and support service delivery.
• Support technology-related projects, deployments, upgrades, migrations, and organizational initiatives.
• Monitor, research, and analyze technical issues, trends, and operational needs to recommend and implement service improvements.
• Provide support for enterprise collaboration, conferencing, teleconferencing, and end-user productivity tools.
• Handle IT asset lifecycle activities, including equipment deployment, inventory support, warranty coordination, hardware replacements, and asset tracking.
• Deliver on-site and remote support at corporate offices, healthcare facilities, and other business locations, including support for special events and operational requirements, as required.
• Must comply fully and consistently with all company policies and procedures, with local and federal laws as well as with the regulations applicable to our Industry, to maintain appropriate business and employment practices.
• May carry out other duties and responsibilities as assigned, according to the requirements of education and experience contained in this document.

MINIMUM QUALIFICATIONS:

Education and Experience: Associate's Degree or at least sixty to sixty-four (60-64) approved college credits in Computer Science or areas related to Information Systems. At least two (2) years of experience in computers, (software & hardware), Microsoft, and telephony.

OR

Education and Experience: Bachelor's Degree in Computer Science or areas related to Information Systems. At least one (1) year of experience in computers (software & hardware), Microsoft, and telephony.

"Proven experience may be replaced by previously established requirements."

Certifications / Licenses: A Driver's License valid in the Commonwealth of Puerto Rico is required. A+, Network+ ITIL certifications are preferred. Other: ITIL, ITSM, Knowledge in LAN connections and repairs of PC, Printers, Copiers, and Faxes. Knowledge of Windows platform, MS Office.

Languages:

Spanish – Advanced (comprehensive, writing and verbal)

English – Advanced (comprehensive, writing and verbal)

“We are an Equal Employment Opportunity Employer and take Affirmative Action to recruit Protected Veterans and Individuals with Disabilities.”