Level 2 Desktop Technician I

At Kelly® Science, Engineering, Technology & Telecom (SETT) , we’re passionate about helping you find a job that works for you. How about this one?

We’re seeking an Level 2 Desktop Technician I to work with one of our top global biopharmaceutical clients in the Barceloneta PR area. With us, it’s all about finding the job that’s just right

Purpose

Monitor dispatch queues and resolve tickets that have known resolutions. Troubleshoot and remediate issue arising from user base

Responsibilities

Responsible for compliance with applicable Corporate and Divisional Policies and procedures.

Constantly monitor individual queue to resolve routine desktop issues and requests.

Escalate issues to supervisor as appropriate.

Obtain and maintain a high level of customer satisfaction.

Comply with the desktop group practices and procedures.

Update remedy and other data repositories as appropriate in a timely manner.

Achieve target ticket volumes and ticket resolution levels.

Responsible for executing computer replacements based on equipment end of life.

Experience or education required :

1) Education – Bachelor’s degree in Information Technology, Computer Science, Electronics, or a related field.

Technical Proficiency:

Operating Systems – Proficiency with various versions of Windows (e.g., Windows 10, 11).

Hardware – Experience in assembling, disassembling, and diagnosing issues with PC components (e.g., CPUs, RAM, hard drives, GPUs). Knowledge of hardware peripherals like printers, scanners, and monitors. Setting up and troubleshooting peripherals, including drivers and connectivity issues.

Software – Proficiency in installing and configuring common desktop applications (e.g., Microsoft Office, Adobe, Google Chrome).

Experience with antivirus software and system utilities. Ability to diagnose and resolve software conflicts and performance issues.

Communication Skills – Excellent verbal and written communication skills in both English and Spanish languages.

Customer Service – Patience and empathy when assisting users to resolve their issues.

Support day to day business of the Infrastructure Services organization through oversight and coordination of various support services. The supporting activities will be determined by the client and may include but will not be limited to the following tasks:

• Liaison between IT and support service vendors in executing day to day support.

• Works closely with Extended Infrastructure team in the identification,

development and implementation of processes and procedures that will improve

productivity and/or service levels for Infrastructure support Services.

• Consults with functional areas to develop understanding of the business needs

and provides ideas and recommendations for enhanced services.

• Serves as a team member, may also indirectly assist/guide contractors.

• Maintains productive relationships with peers, IT management, and external

partners.

• Identifies and implements process improvements.

• Complete SAP accounts transactions

• Maintain reports of the Invoices Payments and Reconciliations

• Perform Service Entries (Symphony)

• Complete invoices Payments and Reconciliations

• Maintain BTS Department contracts up to date

• Maintain Mobility and Spare Parts Inventory

• Requests Mobile Devices through MDSL application. Receiving, configuring and

delivering to employees.

Experience Level = 1-3 Years