IT Support Specialist- Synergy

The Condado Collection•San Juan, PR

About The Position

BR IT Synergy LLC (Synergy) is the technology arm of one of the largest conglomerates in Puerto Rico. It was created in 2009 with the purpose of having a presence and representation before the Telecommunications Regulatory Board of Puerto Rico. Since then, Synergy has been providing support, IT management and connectivity to all its affiliated operations, while expanding its functions and services, particularly in the areas of Project Management, Software Development and Cybersecurity.

Requirements

Customer service oriented (hospitality).
Bachelor's degree in Information Technology Science, Computer Science, or a related field, OR an equivalent combination of associate degree with 2–3 years of experience.
Minimum of 1–2 years of experience in technical support (IT), preferably in a hospitality environment or similar customer service industry.
Knowledge of Windows operating system, Windows Server, Group Policy, Active Directory, software deployment, user profiles, TCP/IP and other network protocols.
Knowledge of hardware related to computers, laptops, tablets, printers, interactive whiteboards and projectors.
Experience with Meraki MDM system.
Knowledge of Mac and iPad operating systems (Apple School Manager).
Ability to learn new technologies quickly.
Ability to identify and solve problems effectively.
Commitment to teamwork and cooperation in the work environment.
Excellent verbal and written communication skills.
Ability to communicate specialized technical information to non-technical people.
Must be able to lift up to 50 pounds and have the ability to bend, stoop, squat and stretch.
Ability to handle difficult situations effectively.
Ability to work quickly and efficiently, especially under pressure.
Availability to work rotating shifts, including nights, weekends and holidays.
Fully bilingual (Spanish and English).

Responsibilities

Ensure the proper functioning of the technology provided by the Property (e.g., desktop computers, laptops, printers, SMART boards, projectors, etc.).
Troubleshoot issues related to the Property's various Local Area Networks (LANs).
Maintain the physical environment of all network infrastructure (electrical power, climate control, and security).
Troubleshoot issues related to computer accounts.
Ensure the availability of spare parts for diagnosis and repair.
Ensure that only software approved by the Property is installed and updated annually on Property computers.
Maintain the Property's technology inventory by assigning new inventory numbers as provided and informing Information Systems staff of any equipment transfers.
Dispose of obsolete or irreparable equipment in compliance with state and federal regulations.
Consult with third-party technical support to resolve hardware, software, and warranty issues.
Manage the Property's helpdesk system.
Perform any other task requested by the Director of Information Systems.
Create and maintain images (master configurations) for Property computers.
Ensure the compatibility of all software included in Property computer images.
Test all images before implementation to ensure proper functioning.
Use and maintain the Property's administration console for repetitive tasks and mass software deployment on computers.
Secure operating systems and desktop applications through appropriate user permission configurations.
Create and maintain Windows profiles for faculty and students.
Assist the Maintenance Department in planning internal cabling projects.
Work with Information Systems staff, faculty, and administrators to provide support in future technology projects.
Recommend technology upgrades to the Director of Information Systems.
Provide second-level support for end-user issues (network, applications, systems, etc.).
Analyze work orders received through the help desk ticketing system and respond appropriately and in a reasonable time.
Document solutions to problems and work performed through the help desk ticketing system.
Install approved software as requested, in accordance with the Property's technology policies.
Supervise non-Property personnel, such as interns, to ensure safety and compliance with regulations.
Supervise supplier personnel when they are performing work on the Property.