IT Service Desk Coordinator

Grupo Ferré Rangel•Guaynabo, PR

1d•Hybrid

About The Position

The IT Service Desk Coordinator position is a Full time, Regular position. This role involves effectively diagnosing, troubleshooting, and resolving technical issues affecting workstations, laptops, and peripheral devices to minimize downtime and ensure optimal user performance. The coordinator will manage user accounts, permissions, and access rights, verify data integrity, perform regular server backups, and keep servers and network systems updated with patches and security measures. They will provide timely IT support to end users, repair, assemble, and configure computers, and install/configure applications and software programs. Additionally, the role includes installing, maintaining, and troubleshooting network and telephone cabling, performing backups of critical systems, equipping company areas with computer systems, and maintaining an up-to-date inventory of IT supplies. The coordinator will also assist users with IT tools, collaborate with the network team on technical projects, monitor IT systems for improvements, and participate in the evaluation of new technologies. The position requires compliance with company standards, policies, and applicable laws, and may involve other assigned duties.

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.