IT Help Desk

Job Description

Job Description

Job Summary

We are seeking an IT Help Desk professional for a direct hire opportunity in San Juan, PR. This role supports contact center technology in a service-focused technical environment and is ideal for an early-career IT support candidate looking to build hands-on experience with cloud-based contact center platforms, telephony systems, user access management, and service ticket resolution.

This opportunity offers a collaborative environment where teamwork, reliability, clear communication, and strong customer service are valued. You will work alongside experienced technical teams, strengthen your Level 1 and Level 2 troubleshooting skills, and support systems that are critical to daily contact center operations. The role provides a strong foundation for career growth in IT help desk support, desktop service support, telecommunications support, cloud contact center technology, and related IT career paths.

Key Responsibilities

- Provide Level 1 and Level 2 technical support for contact center platforms, users, and related systems.
- Manage user accounts, permissions, access changes, call routing, queues, scripts, and workflows.
- Troubleshoot platform issues, telephony concerns, carrier-related matters, SIP, DIDs, and service disruptions.
- Monitor systems, document issues, update tickets, and communicate resolution status clearly.
- Support SLA compliance by prioritizing incidents, escalating issues appropriately, and following established procedures.
- Partner with internal teams to improve documentation, service quality, and overall support effectiveness.

Compensation and Benefits

- Compensation: $15.25 per hour.
- Job Type: Direct hire.
- Location: San Juan, PR.

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here:
-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here:
- transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, the Company 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.

verify.uscis.gov/web/media/resourcesContents/E - Verify_Participation_Poster_ES.pdf

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.

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\nCompany Description

This company offers growth and a great group of people to work with.