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Tier 1 Help Desk Support Jobs in Puerto Rico (NOW HIRING)

K2 Staffing, LLC

PR

$17 - $19/hr

Summary Our client is a leading IT Solutions Company located in Puerto Rico and they are in need of a Fully Remote Help Desk Support Level II Technician, who is bilingual (English/Spanish) . A ...

Northbridge University

PR · On-site

... help with cybersecurity issues, and provide troubleshooting support. The IT Service Desk Analyst I is a Tier 1 support resource. IT Service Desk Analyst I is the eyes and ears of IT, and the first ...

Northbridge University

PR · On-site

... help with cybersecurity issues, and provide troubleshooting support. The IT Service Desk Analyst I is a Tier 1 support resource. IT Service Desk Analyst I is the eyes and ears of IT, and the first ...

CBX Global

PR · On-site

$30K - $35K/hr

Provides support in the form of troubleshooting activities for standard problems encountered by end-users. * Follows established methodologies or procedures to determine end-user problems and provide ...

SoftwareOne

Bilingual Help Desk Analyst

PR · On-site +1

$16.75 - $23/hr

Our 8,700 employees support our approximately 65,000 customers in their digital transformation. The ... You'll be at the forefront of our commitment to delivering top-tier customer service, helping our ...

Liberty Latin America Communications, Inc.

PR · On-site

Resolve complex technical issues escalated from Tier 1 support teams by identifying root causes and ... help desk environment. A + & Network + certifications a plus. (preferred) CCNA preferred.a plus.

Liberty Latin America Communications, Inc.

PR

Resolve complex technical issues escalated from Tier 1 support teams by identifying root causes and ... help desk environment. A + & Network + certifications a plus. (preferred) CCNA preferred.a plus.

General Investment LLC

PR · On-site

$19 - $25.75/hr

Provide expert customer support for PCI compliance and data security, managing service requests ... Portal, helping them understand and comply with security standards concerning payment card ...

Weil Group, Inc.

Desktop Technician

Caguas, PR · On-site

$19.75 - $25/hr

Work with the Service Desk, other PC Technicians and Senior Technicians to understand PC support ... Help desk: 3 years (Preferred) * Customer Service: 2 years (Preferred)

Weil Group, Inc

PR

$19.75 - $25/hr

Work with the Service Desk, other PC Technicians and Senior Technicians to understand PC support ... Help desk: 3 years (Preferred) * Customer Service: 2 years (Preferred)

Weil Group, Inc

Desktop Technician

Caguas, PR · On-site

$19.75 - $25/hr

Work with the Service Desk, other PC Technicians and Senior Technicians to understand PC support ... Help desk: 3 years (Preferred) * Customer Service: 2 years (Preferred)

TransPerfect

Helpdesk Support Specialist

San Juan, PR · On-site

TransPerfect and its growing family of companies is looking for an energetic individual to work full-time in our San Juan. office as a Helpdesk Support Specialist. This is an experienced professional ...

Acumenian

IT Technician - Tier 1 (On-site)

San Juan, PR · On-site

Headquartered in Miami, Florida, and supported by a team of more than 1,000 professionals worldwide, we help clients plan, execute, and optimize large-scale capital programs. Our integrated services ...

Acumenian

PR · On-site

Headquartered in Miami, Florida, and supported by a team of more than 1,000 professionals worldwide, we help clients plan, execute, and optimize large-scale capital programs. Our integrated services ...

Liberty Latin America Communications, Inc.

PR

... help desk environment. A + & Network + certifications are a plus. Coding Education experience or ... May be required to work in one or multiple queues/skills over various customer contact channels.

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Tier 1 Help Desk Support information

What are the key skills and qualifications needed to thrive as a Tier 1 Help Desk Support, and why are they important?

To excel as a Tier 1 Help Desk Support, you need foundational knowledge of computer systems, troubleshooting techniques, and basic networking concepts, typically supported by a high school diploma or relevant IT certifications like CompTIA A+. Familiarity with ticketing systems, remote desktop tools, and common office software is crucial for resolving user issues efficiently. Strong communication, patience, and problem-solving skills help you deliver clear assistance and create a positive user experience. These abilities ensure prompt issue resolution and user satisfaction, which are vital for maintaining smooth IT operations.

What are some common challenges faced by Tier 1 Help Desk Support professionals, and how can they be managed?

Tier 1 Help Desk Support professionals often encounter challenges such as handling high volumes of repetitive requests, managing frustrated users, and accurately documenting issues for escalation. Successfully managing these challenges requires strong communication skills, patience, and the ability to follow established troubleshooting procedures. Utilizing ticketing systems effectively and knowing when to escalate complex cases to higher-tier support teams can help maintain workflow efficiency and ensure user satisfaction.

What are Tier 1 Help Desk Support?

Tier 1 Help Desk Support professionals are the first point of contact for customers or employees who need technical assistance with IT-related issues. They handle basic troubleshooting tasks, such as password resets, software installations, and diagnosing hardware or software problems. If an issue is too complex to resolve at this level, they escalate it to higher-tier support. Their main goal is to resolve common technical problems quickly and efficiently, ensuring a smooth user experience.

What is the difference between Tier 1 Help Desk Support vs Tier 2 Help Desk Support?

AspectTier 1 Help Desk SupportTier 2 Help Desk Support
CredentialsBasic certifications like CompTIA A+ often requiredAdvanced certifications or additional technical training preferred
Work EnvironmentFrontline support, handling initial user issuesMore technical, troubleshooting complex problems
ResponsibilitiesResponding to common user issues, password resets, basic hardware/software supportDiagnosing and resolving more complex technical problems
Industry UsageCommonly employed in IT support teams across various industriesUsed in organizations with larger IT teams for escalated support

In summary, Tier 1 Help Desk Support provides initial user assistance with basic issues, while Tier 2 Support handles more complex technical problems requiring deeper technical knowledge. Both roles are essential in maintaining effective IT support services.

What are popular job titles related to Tier 1 Help Desk Support jobs in Puerto Rico? For Tier 1 Help Desk Support jobs in Puerto Rico, the most frequently searched job titles are:
What job categories do people searching Tier 1 Help Desk Support jobs in Puerto Rico look for? The top searched job categories for Tier 1 Help Desk Support jobs in Puerto Rico are:
What cities in Puerto Rico are hiring for Tier 1 Help Desk Support jobs? Cities in Puerto Rico with the most Tier 1 Help Desk Support job openings:
Tier 1 Help Desk Support jobs near you
Help Desk Support Level 2 - Managed Service Provider

Help Desk Support Level 2 - Managed Service Provider

K2 Staffing, LLC

$17 - $19/hr

Full-time

Posted 5 hours ago

Job description

Summary

Our client is a leading IT Solutions Company located in Puerto Rico and they are in need of a Fully Remote Help Desk Support Level II Technician, who is bilingual (English/Spanish). A qualified candidate would have both proven experience with technology and outstanding personal communication skills. You should enjoy building solutions that leverage technology to meet a client’s business needs.
Duties & Responsibilities
  • Work with sales to provide pre- and post-sales support, including tasks such as discovery meetings, site visits, proposals and presentations, technical assessments, implementation, and ongoing technical account management.
  • Deploying and managing Windows Servers and Active Directory
  • Designing Local Area Networks
  • Implementing and monitoring network security
  • Optimizing and maintaining network software and hardware
  • Building and deploying file servers and cloud computing solutions
  • Configuring and deploying VOIP solutions
  • Performing network infrastructure troubleshooting
  • Manage Microsoft Exchange Server
  • Telephone solutions
  • Monitors alert systems and take appropriate action as per guidelines.
  • Ability to use various messages in an event log to affect repairs.
  • Receive escalated service requests requiring an enhanced response.
  • New User On-boarding
Qualifications & Requirements
  • Must be competent in English & Spanish, oral & written.
  • Minimum of 4 years hands-on experience configuring, troubleshooting and repairing networking equipment, Windows servers and workstations, Exchange server and Active Directory
  • 2-3 years of experience in a client-facing environment such as sales engineering
  • Excellent verbal and written communication skills and is comfortable working with clients at a business level to understand their current and historic issues regarding their business and technology
  • Possesses strong organizational and time-management skills
  • Experience writing proposals for and implementation of technical solutions to fulfill business needs
  • Results-oriented, self-motivated, energetic, professional, reliable, and a team player
  • Strong understanding of technology and business productivity systems
  • Experience with RMM (remote monitoring and management) tool a plus
  • Ability to problem solve at a high level, extraordinary customer service skills, strong multi-tasking, and organizational skills
  • Sales training experience is a plus
  • Having worked in an MSP environment is a major plus.
Ideal Qualifications (not required)
  • CompTIA Net+ and/or CompTIA Security+
  • MCSA (Microsoft Certified Systems Administrator/Solutions Associate) or MCSE (Microsoft Certified Systems Engineer) MCITP Microsoft Certified IT Professional, MCSE (Microsoft Certified Solutions Expert)
  • CCNA or CCIE-Cisco certifications a real plus
Our client offers challenging work, career opportunities, a pleasant work environment, and ongoing training.