Senior Help Desk Operator

Capitol Bridge, Puerto Rico, is currently seeking a dynamic and experienced individual to join our team as a Senior Help Desk Operator at our Isabela site to support an important government project. As a leading organization, Capitol Bridge provides top-tier services while prioritizing security and compliance. A Senior Help Desk Operator plays a crucial role in providing advanced technical support and assistance to end-users within an organization. This position involves a combination of technical expertise, leadership skills, and excellent customer service to ensure efficient resolution of IT-related issues. The Senior Help Desk Operator not only resolves complex problems but also guides and mentors junior team members. This role requires a deep understanding of the organization's IT infrastructure, applications, and user needs. Join us in shaping the future of Capitol Bridge in Puerto Rico. This position is contingent to contract award and successful completion of Security and background requirements.

Salary: $18.87 p/h

Excellent Benefits Plan Includes:

• Health Insurance- medical, dental, vision & pharmacy benefits. (Employer contribution included)
• Company sponsored Life Insurance.
• 401K Retirement plan.
• Vacation Leave and Sick Leave dictated by PR Labor Law.
• Employee Assistance Program
• Paid Training
• Paid Holidays

Duties and Responsibilities

• Ensure the timely process through which call center problems are controlled and resolved.
• Conduct problem recognition, research, isolation, resolution, and follow-up steps, to resolve any issues.
• Provide guidance/training for less-experienced personnel and shall provide second-tier support to end users for issue resolution.
• Examine system applications, by simulating or recreating user problems to resolve operating difficulties that the first tier of help desk support is unable to resolve.
• If unable to resolve, refer the issue to Contractor management and/or IT technical personnel for restoration.
• Interact with network or software administrators, and/or applications developers to restore service and/or to identify and correct core issues and shall recommend systems modifications to reduce user problems.

Minimum Required Qualifications:

• A High School Diploma or Equivalent is required, as well as nine (9) years of overall experience, including six (6) as a customer support services operator/analyst.
• A multilingual speaker is a plus.

Screenings Required

You will receive requests for background check, fair credit check, and drug screen regarding this employment opportunity. Respond to all requests quickly as we anticipate filling our vacancies quickly and non-responses may result in disqualification for this opportunity.

*Please be aware that our organization and our client adhere to stringent security regulations, necessitating a thorough background screening process for all potential hires. We value transparency and want to inform you that this screening may result in a delay of at least 60 days prior to onboarding. Rest assured, we are committed to maintaining a secure and compliant work environment. We appreciate your understanding and cooperation as we prioritize the safety and confidentiality of our operations.

Reasonable Accommodation

If you require alternative methods of application or screening, you must approach the employer directly to request this. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

EEO Statement

Capitol Bridge is an Equal Opportunity Employer. All employment decisions at CB are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.