Help Desk Technician L1

About the role

BetterWorld Technology is seeking a Level 1 Help Desk Technician to provide prompt, on‑site and remote support to its clients. The role combines hands‑on desktop repair with remote troubleshooting, ensuring that business users experience minimal downtime. This is a contract position with a hybrid work model based in San Juan.

Key responsibilities

• Respond to client tickets via phone, email, or remote tools and resolve technical issues efficiently.
• Diagnose, repair, and configure desktop computers, laptops, and peripheral devices.
• Perform basic network troubleshooting and assist with connectivity problems.
• Document incidents, solutions, and maintain accurate support logs.
• Escalate complex problems to senior engineers when necessary.

Required profile

• Strong attention to detail and a customer‑focused attitude.
• Ability to explain technical concepts clearly to non‑technical users.
• Flexibility to work both on‑site in San Juan and remotely.
• Preferred experience in IT or related field, though not mandatory.

Required skills

• Desktop computer repair and hardware troubleshooting.
• Technical support and help‑desk ticket handling.
• Basic networking concepts and IT infrastructure knowledge.