IT Service Desk Coordinator

Grupo Ferré Rangel•Guaynabo, PR

3d•Hybrid

About The Position

The IT Service Desk Coordinator position is a Full time, Regular position. Grupo Ferré Rangel is committed to bringing passion and customer focus to the business. It's fun to work in a company where people truly BELIEVE in what they're doing! If you thrive in an environment that fosters growth and collaboration with motivated, enthusiastic high achievers, you'll find a fulfilling career with us! Grupo Ferré Rangel is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, disability, age, or veteran status. We encourage applications from individuals of all backgrounds.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.
2+ years of experience in IT support, service desk coordination, or systems administration.
Strong understanding of computer hardware, software, and operating systems, including desktops, laptops, servers, and peripheral devices.
Proficiency in diagnosing, troubleshooting, and resolving technical issues related to workstations, servers, networks, and other IT systems.
Knowledge of server maintenance, patch management, data backup procedures, and disaster recovery practices to ensure system reliability and data integrity.
Familiarity with network infrastructure, including wired and wireless setups, cabling, routers, switches, and firewalls.
Ability to install, configure, and maintain applications, software programs, and peripheral devices in alignment with organizational standards.
Skilled in managing user accounts, permissions, and access controls, and in applying IT support best practices for end users.
Excellent problem-solving and analytical abilities to identify root causes, implement solutions, and prevent recurring issues.
Strong organizational skills to manage IT inventory, coordinate technical services, and ensure proper documentation of systems and configurations.
Effective communication and interpersonal skills to provide clear guidance and support to end users, collaborate with technical teams, and interact with vendors.
Ability to prioritize tasks, respond promptly to technical failures, and balance competing demands in a fast-paced environment.
Adaptability and willingness to learn emerging technologies and IT practices to continuously improve system performance and user support.
Experience utilizing Microsoft Office products (MS Word, Excel, and Outlook).
Bilingual (writing, conversational and reading comprehension in English and Spanish).

Nice To Haves

Certifications such as CompTIA A+, Network+, Security+, Microsoft Modern Desktop Administrator Associate, or ITIL Foundation, are preferred.

Responsibilities

Effectively diagnose, troubleshoot, and resolve technical issues affecting workstations, laptops, and peripheral devices to minimize downtime and ensure optimal user performance.
Manage user accounts, permissions, and access rights across company systems, ensuring security and compliance with IT policies.
Verify data integrity, perform regular server backups, and monitor backup processes to ensure reliable data protection and business continuity.
Keep servers and network systems updated with patches, fixes, antivirus updates, and other security measures to maintain system stability and protection against vulnerabilities.
Provide timely IT support to end users, addressing hardware, software, and network issues both remotely and on-site, and ensuring user satisfaction.
Repair, assemble, and configure computers and peripheral devices according to organizational standards, ensuring proper installation and functionality.
Install, configure, and maintain company-approved applications and software programs on desktops, laptops, and mobile devices.
Install, maintain, and troubleshoot network and telephone cabling in both new and existing areas to support connectivity and communication needs.
Perform regular backups of Optivity recordings and other critical systems, ensuring data availability for operational needs.
Equip various company areas with the necessary computer systems, ensuring readiness for daily operations and business continuity.
Install, configure, and maintain wireless networks, ensuring secure and reliable connectivity throughout the organization.
Report issues with PC equipment under warranty, coordinate with vendors, and track resolutions to ensure timely repair or replacement.
Maintain an up-to-date inventory of computer parts, network materials, and IT supplies, ensuring availability for maintenance and upgrades.
Assist users with the proper use of IT tools, applications, and devices, providing guidance, training, and problem resolution support.
Collaborate with the network team and other IT staff to implement technical projects, system upgrades, and infrastructure improvements.
Monitor IT systems and identify opportunities for process improvements, automation, or optimization to enhance efficiency and user experience.
Participate in the evaluation and deployment of new technologies, tools, and software solutions to support company operations and growth.
Complies fully and consistently with the Company's standards, policies, and procedures and the local and federal laws applicable to our industry, business, and employment practices.
May perform other duties and responsibilities as assigned, in accordance with the education and experience requirements contained in this document.