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Help Desk Analyst

Help Desk Analyst
Empresa:

Iem


Lugar:

San Juan

Detalles de la oferta

IEM is looking for a Help Desk Analyst to work out of our San Juan or Aguadilla, Puerto Rico office. This position requires travel between offices as needed Ideal candidate will be a solution oriented, customer service driven individual that can excel in a fast-paced environment. This individual will utilize their exceptional listening, critical thinking and communication skills to resolve internal client issues. Responsibilities: Provide a single point of contact to the organization for information technology related issues in San Juan and Aguadilla. Identify, research, and resolve software/technical issues. Respond to telephone calls, email and personnel requests for IT technical support. Analyze and resolve user problems with the aim of eliminating recurrences and reducing calls to the Help Desk. Other duties as requested depending on call volume. Participate in on-call rotation when circumstances require. Be willing and able to respond to after hours and weekend calls. Draft FAQs for common help desk issues on supported software systems. Establish, document and enforce procedures for coordinating with other help desk resources to provide appropriate coverage. Adhere to departmental procedures to ensure users are kept well informed of ticket status and product availability to manage user expectation and ensure overall user satisfaction. Required Skills: Superior troubleshooting abilities enabling quick determination/ resolution of software and hardware issues. Ability to use logic/reason to identify alternative solutions and apply most effective resolution methodology. Excellent written and verbal communication skills. Must demonstrate a sense of urgency while acting in a professional, calm manner. Ability to stay abreast of changes and updates in relevant technologies. Experience with Active Directory, Remote VPN Software, Disaster Recovery, and Anti-Virus required. Solid working knowledge and experience in Windows 10, Office 365 Exchange/SharePoint, LAN/WAN. Must be a self-starter and team player who also has the ability to work independently Detail oriented and able to thoroughly document and communicate issues. Ability to handle multiple projects in an organized and timely manner. Ability to analyze and resolve problems according to established priorities. Ability to work in a fast paced, changing environment with individuals from diverse areas of specialization. Experience with Microsoft Office applications required. Experience with various help desk software a plus. Experience with imaging desktops. Bilingual English, Spanish Required Education: Bachelor's degree in computer science preferred; equivalent work experience considered CompTIA A certification Microsoft, Dell certifications preferred Minimum of 5 years experience required IEM is an Equal Opportunity Employer including Vets and Disabled We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Company Competencies Collaborative Relationships: We develop collaborative relationships with clients and with coworkers that drive transformational improvements to organizations, programs, and processes. We build long-term, trusting relationships with our clients and adopt their goals as our own. We collaborate with our clients and within our own organization, integrating perspectives from multi-disciplinary teams to create opportunities for innovation and transformation. Innovative and Actionable Solutions: We build innovative solutions that can be easily implemented to produce results that matter. We start each project by developing a big picture understanding of the client'sand all stakeholders'programs, goals, and challenges. We augment that big picture with insight about the technical, social, and political forces at work on the problem being addressed. Applying all of this detailed knowledge, we design and build creative solutions that work. Our solutions can be implemented quickly and easily to solve the problem and deliver the necessary outcomes. Operational Integrity and Ethics: We are an honest broker that maintains the highest ethical standards of business conduct. We are an honest broker, committed to presenting data and results objectively and honestly so that the best decisions can be madefor our clients and ourselves. We are fair, truthful, and exercise good judgment in all of our professional and personal interactions. Responsive and Flexible Performance: We listen and observe, then respond and adapt quickly. We have the capabilities, knowledge, and experience to respond effectively to any request. We have the flexibility to change direction based on client needs, market forces, or the competition while never losing sight of the end goaleven when stakes are high. SDL2017


Fuente: Adzuna_Ppc

Requisitos

Help Desk Analyst
Empresa:

Iem


Lugar:

San Juan

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