IT Service Desk Analyst Level I

Regular
Non-Exempt

GENERAL DESCRIPTION:
Provides first-level technical support to internal and external customers by responding to service requests, answering inquiries, resolving or escalating technology-related issues, and ensuring timely follow-up. Troubleshoots hardware, software, and system problems, documents incidents and requests, and guides customers on IT services, procedures, and
technology-related communications.
ESSENTIAL FUNCTIONS:
• Provide first-level technical support by handling calls, service requests, and incidents; identifying user needs, troubleshooting issues, prioritizing requests, documenting activities, and ensuring timely follow-up and resolution.
• Maintain accurate ticket documentation by recording, tracking, updating, and documenting incident and request resolution activities in accordance with established procedures and Service Desk standards.
• Research, diagnose, and resolve technical issues using available resources, testing solutions, performing post resolution validation,



and escalating or referring issues to appropriate support teams when required.
• Monitor support trends and service issues, documenting recurring problems and communicating findings to management and technical teams to support continuous service improvement.
• Serve as a liaison between end users and IT support teams, including Desktop Support, Systems Administration, Telecommunications, software vendors, and other technical support areas.
• Install, configure, maintain, and troubleshoot applications, operating systems, computer equipment, peripherals, and communication devices in accordance with business and operational needs.
• Provide hardware lifecycle support, including diagnosis, repair coordination, equipment replacement recommendations, warranty support, asset relocation, and technology refresh activities.
• Support Service Centers and other business units by fulfilling requests related to applications, operating systems,

📌 IT Service Desk Analyst Level I (San Juan)
🏢 MCS Healthcare Holdings, LLC (MCS)
📍 San Juan