Position Summary 

The Helpdesk Specialist will provide technical support and assistance to end-users within the organization. This role involves troubleshooting hardware and software issues, maintaining IT equipment, and ensuring smooth operation of all IT systems.  

Duties and Responsibilities

· Technical Support: Provide hands-on support to end-users for desktops, laptops, phones, printers, and peripherals.

· System Monitoring: Monitor system logs and activity on end-user hardware to identify and resolve issues.

· Maintenance: Maintain and update IT equipment, hardware, and software. 

· Device Inventory: Maintain a current inventory of all technological devices.

· Technical Setup: Assist with the setup and configuration of technical equipment for internal and remote team members.

· Helpdesk Response: Respond promptly to requests received through the IT Helpdesk system and provide effective solutions.

· Security Compliance: Ensure all IT operations meet high security and compliance standards, including HIPAA regulations.

· Documentation: Create and maintain standard operating procedures (SOPs) for IT-related tasks.

· Access Control: Manage role-based access and department controls for end-users.

· Active Directory: Utilize Active Directory services for user management.

· PBX System: Administer and support the Nextiva PBX.

Knowledge and Skills

· Microsoft Applications: Proficiency in Microsoft Office 365 and other Microsoft applications.

· Operating Systems: Strong knowledge of Windows 10 OS platforms.

· Audio-Visual: Experience with audio-visual conferencing setup and deployment.

· Device Support: Ability to support various handheld devices, including phones and tablets.

· Communication: Excellent verbal and written communication skills (Must be fluent in English and Spanish).

· Organization: Strong organizational skills and the ability to multi-task.

· Problem-Solving: Strong analytical and problem-solving skills.

· Experience: At least 1 year of experience in a helpdesk support role.

· Team Player: Ability to work effectively in a team environment.

· Positive Attitude: Maintain a positive CANI (Continuous and Never-Ending) attitude.

Abilities

· Technical Support: Ability to configure, support, and maintain computers and related systems.

· Troubleshooting: Ability to troubleshoot and analyze technical issues.

· Maintenance: Assist in the installation, support, training, testing, and deployment of technology 

Travel

This position requires at least 60% travel.

Requirement: Must have reliable transportation to visit clients within Puerto Rico