IT Service Desk Analyst Level I

About the role

The IT Service Desk Analyst Level I provides first‑level technical support to internal and external customers, handling service requests, incidents, and inquiries. The role involves troubleshooting hardware, software, and system issues while ensuring timely follow‑up and documentation.

Key responsibilities

• Respond to calls, service requests, and incidents, diagnose problems, and resolve or escalate them according to Service Desk standards.
• Maintain accurate ticket documentation, track progress, and validate resolutions.
• Monitor support trends, document recurring issues, and communicate findings to management and technical teams.
• Install, configure, and troubleshoot applications, operating systems, computer equipment, peripherals, and communication devices.
• Provide hardware lifecycle support, including diagnosis, repair coordination, warranty handling, and equipment replacement.
• Assist with IT asset inventory, receiving, recording, distributing, and tracking technology purchases.
• Support IT projects and special initiatives by setting up equipment, deploying applications, and providing onsite assistance.

Required profile

• Associate degree (60‑64 credits) in Computer Science or related field, or a Bachelor’s degree in the same area.
• Minimum two years of experience with computers (software & hardware), Microsoft products, and telephony (or six months with a Bachelor’s degree).
• Valid driver’s license for the Commonwealth of Puerto Rico.
• Intermediate proficiency in both Spanish and English (reading, writing, speaking).
• Preferred certifications: CompTIA A+, ITIL or ITMS.

Required skills

• Windows operating system knowledge.
• Microsoft Office suite.
• LAN networking and connectivity.
• PC hardware, printer, copier, and fax repair.
• Hardware and software troubleshooting.
• Telephony systems support.
• CompTIA A+ certification (preferred).
• ITIL or ITMS certification (preferred).