IT Help Desk Technician

Company: Island Finance

With over 66 years of service, Island Finance LLC is the largest financial institution in Puerto Rico. It serves over 70,000 clients, with consumer loans and a variety of financial products and services. Also, it has a comprehensive distribution network with 46 branches, a call center, and an advanced Internet banking service available through www.islandfinance.com.

Island Finance is not only a Financial Company committed to the future of Puerto Rico, but also works every day to offer the highest quality of service and is the one who has reached out to thousands of clients when they have needed it most, in addition to maintaining a positive and dynamic work environment with a team committed to offering the best.

We are the Financial Company of the 21st century, with over five decades helping you realize your dreams. Because there is one thing that does not change and that is that sixty-five years later we are here...

We deeply appreciate your support and reaffirm our commitment. That's why with us... ¡¡Yes, you can!!

General Job Summary

Responsible for providing technical assistance and support to Island Finance users related to computer systems, hardware, or software, phone systems, and A/V equipment. Responds to queries, runs diagnostic programs, isolates the problem, and determines and implements the solution.

Essential Function and Responsibilities:

• Perform a variety of maintenance, software installation, end-user support, and training tasks to ensure workstations and network performance meet company and employee requirements.

• Open, monitor, and update service tickets

• Perform limited administration security tasks

• Provide technical support to the IF headquarters and branches. Service included, but not limited to:

  • Hardware maintenance

  • Manage patches and security policies (Following IF policies)

  • Manage software updates

  • Clean up computers

• Provide support to PBX systems, services included but not limited:

  • Support in the configuration and transfer of extensions

  • Configure access codes

  • Version updates and patch management

  • System backups

  • Preventive maintenance

  • Maintain inventory of all equipment

• Maintain inventory of all equipment, software, and software licenses.

• Respond to email messages for customers seeking help.

• Guide the customer through the problem resolution process.

• Walk the customer through the problem-solving process.

• Run diagnostic programs to resolve problems.

• Travel to IF branches to work on IT-related issues.

• Availability/flexibility to work on rotating weekends

• Management of workstation security policies

• Administer the Active Directory network, including creating and modifying accounts and groups, modifying group memberships, setting permissions, resetting passwords, and ensuring proper access to network resources such as mailboxes, file shares, and printers.

• Troubleshoot and resolve VPN/SSL, RDP connectivity issues for remote users.

Requirements

• Bachelor's degree or equivalent experience in information technology

• Two years (2) or more of experience in the related field

• Experience in the financial services industry, banking, or a heavily regulated business

• Excellent customer service skills

• Thorough knowledge of Microsoft products is required.

• Experience with Microsoft Office 365, email server administration, Windows 10, and Active Directory is required.

• Analytical and problem-solving skills, with great attention to detail.

• Self-motivated and driven, with the ability to prioritize and execute tasks effectively in a high-pressure environment

• Experience working in a collaborative and team-oriented environment

• Driver's license

Required Travel:

25% (Required)

Island Finance is an Equal Opportunity Employer

Learn more about us at Island Finance and keep updated with our latest job postings at Island Finance Empleos

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