IT Desktop Support Technician II

At ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do.

Why Join ContactPoint360?

At ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life. Here, you won’t just be a coworker; you’ll be part of a team that redefines both employee and customer experiences. Our coworkers are essential partners in delivering exceptional work and are also friends who support and uplift each other.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it’s our people. We invest in our people and develop them into future leaders. Did you know that 50% of ContactPoint360’s leaders were promoted from within? Our CEO’s journey, starting as a phone agent, reflects our commitment to genuine care for our people—it’s in our DNA.

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.

Our Purpose:

Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients’ customers into loyal advocates for life.

Check out our Youtube video:

https://youtu.be/AsPjX-5uyQQ

JOB SUMMARY:

We're looking for a proactive and customer-centric IT Desktop Support Technician II to join our dynamic
IT team. In this role, you'll be instrumental in maintaining the seamless operation of our organization's IT
desktop infrastructure & systems and delivering exceptional technical support to our end-users.

CORE RESPONSIBILITIES:

 Organize, set up, and configure equipment, including desktops/laptops, desk-phones, printers, 
copiers, and scanners, resolving related issues.
 Execute moves, adds, and changes with workstations, managing network and system access for 
employees.
 Provide support for Microsoft 365 services such as Teams, SharePoint, and OneDrive.
 Conduct root cause analysis, implement preventive measures, and troubleshoot issues related to 
Microsoft 365 applications.
 Onboard new users, ensuring seamless IT resource setup, and conduct training sessions for 
effective resource utilization.
 Monitor the ticketing system, offering level-1 & 2 technical support to resolve software 
installations, PC hardware problems, printer malfunctions, and other IT issues.
 Manage user accounts and access requests for various Software as a Service (SaaS) applications 
and Microsoft Active Directory, ensuring data security.
 Maintain updated documentation of IT assets & inventory, incorporating configuration and 
quantity changes.
 Act as an escalation point for complex technical issues, providing level-2 support to resolve 
advanced problems beyond the scope of level-1 technicians.
 Collaborate with vendors and third-party service providers to facilitate the resolution of 
hardware and software issues, ensuring timely and effective solutions.
 Assist in the planning and execution of IT projects, including system upgrades, migrations, and 
deployments, contributing valuable insights and technical expertise.
 Conduct regular system performance monitoring, identifying and addressing potential 
bottlenecks or inefficiencies to optimize overall desktop and network performance.
 Collaborate with security and compliance team to implement and enforce security measures, 
including antivirus updates, and adherence to security policies.
 Contribute to the development of desktop support documentation, including standard operating 
procedures (SOPs), knowledge base articles, and troubleshooting guides.
 Perform advanced troubleshooting and diagnostic procedures for hardware, software, and 
network issues, demonstrating a high level of technical proficiency.
 Assist in the evaluation and testing of new technologies, recommending innovative solutions to 
enhance the overall efficiency and functionality of the IT environment.

 Perform related work, with duties outlined as illustrations of various tasks; omission of specific 
statements doesn't exclude similar or related work assignments.

REQUIREMENTS/QUALIFICATIONS:

 High School Diploma/School Leaving Certificate; Associate’s Degree in IT or equivalent.
 Three or more CSEC/GCE subjects; NVQ-J Certificates.
 Two (2) to three (3) years’ experience in Information Technology or providing technical support. 
 Relevant industry IT certifications (e.g., CompTIA A+, Network+ C) are a plus.
 In-depth knowledge of desktop operating systems (Window 7,8,10 and 11 a must. Window
Servers 2008-19), hardware, and software.
 Excellent oral and written communication skills in English.
 Ability to work independently and in a team environment and effectively prioritize and manage 
multiple tasks.
 Good documentation skills and keenness to maintain & update knowledge base.
 Basic networking knowledge related to IP addressing, ethernet, cabling and remote desktop
tools.

KEY COMPETENCIES:

 Exceptional customer service orientation.
 Outstanding aptitude for learning and adaptability
 Enthusiastic passion for technology.
 Superior analytical and problem-solving skills.
 Strong emphasis on family and team collaboration.
 Commitment to moral integrity and honesty.
 Keen attention to detail.
 Flexibility in accommodating varied working schedules.
 Exceptional team player.
 Steadfast commitment to moral integrity and honesty.
 Ability to perform effectively in high-pressure situations

SPECIAL CONDITIONS OF EMPLOYMENT:

Be able to work extended hours and or Participate in on-call rotations to provide after-hours support for critical issues and ensure continuous availability of IT services.
Be able to work onsite at our Jamaica office.

We value our employees by providing:

• Competitive salaries
• Employee Recognition program
• Paid training
• Career advancement opportunities
• Health Insurance
• Employee referral program
• Lunch Subsidy

All applicants should be 18 years or older and must have a valid Government-issued photo ID, TRN & NIS. Successful candidates must be able to furnish a police record and pass an employment background check.