Job Description

IT Support Specialist

The IT Support Specialist position installs, modifies and makes minor repairs to personal computer hardware and software systems, and provides technical advice and support to system users. The position will be responsible for the administration, support and maintenance of all related systems, applications and training. The IT Support Specialist will provide full level support for users, ensure currency of information and provide installation as needed.

Essential Functions

• General technical support for PR and US employees/offices
• Responding to queries on the phone, via email, in person, or through remote access.
• Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
• Inventory and records maintenance.
• Manage Help Desk tickets in a timely manner.
• Detail oriented in order to keep detailed notes on tickets.
• Document user interactions.
• Escalate issues to the next Tier with next level of difficulty.
• Follow up with customers to ensure issues are resolved.
• Assists in research and procurement of computer accessories and supplies.
• Oversee the daily performance of computer systems.
• Maintain Cloud Infrastructure including overall maintenance and troubleshooting of domain controllers, file servers, print servers, session hosts, etc.
• Set up equipment for employee use, performing or ensuring proper installation of cables, monitors, printers, operating systems, or appropriate software.
• Assists in the customization of existing, and adaptation of new programs to meet users' requirements.
• Develop training materials and procedures, or train users in the proper use of hardware or software.
• Identify the causes of networking problems, using diagnostic testing software and equipment.
• Perform routine maintenance or standard repairs to networking components or equipment.

Required Knowledge, Skills and Abilities

• A strong working knowledge of computer systems, hardware, and software.
• Good problem-solving, analytical, and team-working skills.
• Excellent communication and interpersonal skills.
• Ability to handle multiple tasks, set priorities, schedule, and meet deadlines.
• Candidate must be fully bilingual - speak, read, and write Spanish and English with proficiency.
• Ability to work outside of office hours when needed.
• Experience managing Microsoft 365 Admin Center.
• Knowledge of basic coding principles (preferred).
• Experience working with Encompass Bankers edition (preferred).

Education and Experience

• Bachelor's Degree in computer science or related fields
• Excellent oral and written communication skills.
• Fully Multi-lingual capabilities, including Spanish
• A / Network certifications (preferred).

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.