Information Technology Help Desk Support

Company Description
J. Jaramillo Insurance (JJI) is a leading independent Managing General Agent that delivers innovative insurance solutions through strategic alliances with primary insurance providers and a select network of agents and brokers who share its core values. The firm is recognized for precise process design and execution, a strict corporate and fiduciary code of conduct, and a team of diverse risk-analysis professionals with deep technical expertise and international experience. JJI maintains a global perspective while serving local markets, consistently staying ahead of market trends and advising partners on operating principles and competitive demands. The company specializes in Property & Casualty, Surety & Construction, and Product Development & Actuarial Services, supported by a strong track record in service, claims handling efficiency, and client success.

Role Description
The Information Technology Help Desk Support role is a full-time, on-site position based in Guaynabo. This role is responsible for providing first-level technical support to internal users, including diagnosing and resolving hardware, software, and network issues. Day-to-day tasks include responding to help desk tickets, troubleshooting connectivity and application problems, assisting with user account and permission management, and escalating complex issues to senior IT staff when needed. The Help Desk Support professional will also help maintain IT documentation, support basic network and security checks, and contribute to continuous improvement of IT processes and user experience.

Qualifications
Candidates should possess skills in Information Technology and Troubleshooting for diagnosing and resolving user and system issues.Candidates should possess skills in Network Administration and Network Security for supporting connectivity, basic configuration, and secure system operations.Candidates should possess strong Customer Service skills to communicate clearly, manage expectations, and provide a positive support experience.Relevant experience with operating systems (Window) office productivity tools, and help desk or ticketing systems is beneficial.Strong analytical, organizational, and documentation skills, with the ability to prioritize and manage multiple support requests.Ability to work on-site in Guaynabo, collaborate with cross-functional teams, and maintain high ethical and professional standards.A degree in Information Technology, Computer Science, or a related field, and industry certifications (e.g., CompTIA A+, Network+) are preferred.