IT Help Desk

Job Summary

We are seeking an experienced IT Help Desk professional for a contract opportunity in San Juan, PR. This role is ideal for a hands-on technical support specialist who enjoys solving problems, supporting end users, and helping maintain reliable IT operations in a security and surveillance environment.

The IT Help Desk role provides Level 1 technical assistance across hardware, software, telecommunications, mobile devices, business systems, and remote access tools. This position offers the opportunity to work closely with IT leadership and cross-functional teams while supporting incident resolution, asset management, documentation, backup readiness, and service improvement initiatives.

This is a strong opportunity for someone who values a collaborative team environment, clear communication, supportive leadership, and the chance to contribute to a stable, mission-focused technology operation. The ideal candidate is calm under pressure, proactive, detail-oriented, and committed to delivering dependable support to users.

Key Responsibilities

- Provide Level 1 help desk support for internal and external IT tickets, including troubleshooting, resolution, escalation, and SLA-based follow-up.
- Set up, configure, maintain, and support desktops, laptops, peripherals, printers, mobile devices, VoIP phones, email platforms, Teams, VPN access, and remote desktop tools.
- Log, categorize, document, and resolve incidents and service requests while participating in triage, impact analysis, major incident communication, and post-incident documentation.
- Maintain knowledge base articles, user guides, SOPs, troubleshooting procedures, configuration documentation, and known issue records.
- Support IT asset lifecycle activities, including device assignment, returns, warranty tracking, procurement assistance, and disposal coordination.
- Assist with security compliance, secure access provisioning, backup monitoring, disaster recovery testing, and reporting suspicious activity or security incidents.

Compensation and Benefits

- Pay rate: $18.00 per hour.
- Job type: Contract/Temporary.
- Location: San Juan, PR.

Equal Opportunity Employer / Disabled / Protected Veterans

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For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Additional Skills

Required Qualifications and Skills

- Provide front-line Level 1 technical support for hardware, software, telecommunications, business systems, and remote users.
- Manage incident and service request documentation, troubleshooting, escalation, and user communication.
- Support workstation setup, device configuration, application installs, printer support, mobile devices, VoIP systems, VPN, and remote access tools.
- Assist with IT asset tracking, security policy support, backup verification, disaster recovery procedures, and knowledge base documentation.

- 3 or more years of experience in IT infrastructure administration, IT help desk support, desktop support, or a similar technical support role.
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- Experience with help desk or ticketing platforms such as ServiceDesk, ServiceNow, Jira, or similar systems.
- Experience supporting Microsoft Outlook, Microsoft Teams, mobile clients, desktops, laptops, peripherals, printers, and end-user devices.
- Ability to support remote users using tools such as TeamViewer, AnyDesk, Remote Desktop, VPN platforms, or similar technologies.
- Familiarity with mobile device management tools such as Microsoft Intune.
- Hands-on knowledge of printer management and print server environments.
- Understanding of backup and disaster recovery tools such as Veeam, Acronis, Hycu, or similar solutions.
- Familiarity with storage solutions such as SAN and NAS.
- Experience supporting mobile devices, VoIP systems, and telecommunications connectivity issues.
- Exposure to monitoring and diagnostic tools such as Nagios, Zabbix, SolarWinds, or similar platforms.
- Strong analytical, troubleshooting, documentation, and communication skills.
- Ability to remain calm during urgent technical issues and communicate clearly with users and technical teams.
- Ability to work independently, collaborate with IT staff and business users, and contribute to process improvement.
- Willingness to provide on-call support for after-hours incidents and critical system issues.

Preferred Qualifications

- Microsoft Certified: Azure Administrator Associate certification.
- CompTIA A+ or Network+ certification.
- ITIL certification.
- Experience creating user-facing guides, internal knowledge base content, SOPs, and incident review documentation.
- Prior experience supporting IT operations in a security, surveillance, or mission-critical technology environment.