It Support Professional Jobs

THIS IS A TEMPORARY EMPLOYMENT OPPORTUNITY

Position Summary: IT Support Professional provides organizational information technology support to optimize operational efficiency. The duties include resolving technical issues, maintaining hardware and software installations, and providing help desk support to staff. The IT Support person will make sure that computer software and hardware remains functional and accessible for all employees. This position will be working on IT support tickets and working with the escalation team when necessary. IT Support staff also set up new employees in company systems and install the software they need to complete their assigned job duties. Included in this role will be assisting with new hire onboarding and demobilization of staff.

This position is an in-office position in Puerto Rico.

Job Duties and Responsibilities include:

• User Training and Guidance: Educate users on the proper use of software applications, hardware devices, and systems. Provide step-by-step instructions, user manuals, and training materials to enhance their knowledge and usage skills.
• System Maintenance: Perform routine maintenance tasks such as software updates, patches, system backups, and antivirus scans. Ensure that systems are up-to-date, secure, and functioning optimally.
• Incident Reporting and Analysis: Generate reports on support activities, incident trends, and system performance. Analyze data to identify recurring issues, suggest improvements, and enhance overall support effectiveness.
• Troubleshooting: Diagnose and resolve hardware, software, network, and system issues reported by users. Identify the root cause of problems and apply appropriate solutions, which may involve remote troubleshooting or on-site visits.
• Customer Support: Provide technical assistance and support to end-users/customers via phone, email, chat, or in person. Address and resolve their technical issues, inquiries, and problems promptly and professionally.
• Software/Hardware Deployment: Assist with the installation, configuration, and deployment of software applications, operating systems, and hardware devices. Ensure compatibility, proper setup, and user access privileges.
• Customer Satisfaction: Ensure a high level of customer satisfaction through effective communication, professionalism, and timely issue resolution. Follow up with users to confirm problem resolution and gather feedback on support experience.
• Documentation: Create and maintain technical documentation, knowledge base articles, FAQs, and troubleshooting guides. Document common issues, their solutions, and best practices to assist users and fellow support staff.
• User Account Management: Manage user accounts, permissions, and access rights for various systems, applications, and network resources. Create, modify, or deactivate user accounts based on company policies and user requests.
• Escalation and Collaboration: Escalate complex or unresolved issues to higher-level support or specialized teams when necessary. Collaborate with colleagues, such as system administrators or network engineers, to resolve more advanced technical problems.
• Remote Assistance: Utilize remote desktop tools or software to access users' computers and troubleshoot issues remotely. Guide users through the resolution process and provide instructions for self-help, if applicable.
• Ticket Management: Create, update, and manage support tickets or incident reports in a helpdesk ticketing system. Ensure accurate and detailed documentation of user requests, actions taken, and issue resolution.

Skills and Competencies:

• Strong problem-solving skills
• Understanding of Windows and Office 365 products.
• Interpersonal and customer service skills

Required Education and Experience:

• Exceptional interpersonal and communication skills.
• Proficiency in IT helpdesk software,
• In-depth knowledge of computer hardware, software, and networks.
• 2 years help desk or systems support experience.
• Ability to determine IT needs and train end-users.
• Ability to keep up with technical innovation and trends in IT support.
• Associate or bachelor’s degree in computer science, Information Technology, System Administration, or a closely related field, or 4 years work experience in a support/role.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Rising Phoenix Holdings Corporation is an Equal Employment Opportunity Employer.

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