IT-OT Support Specialist I

IT-OT Support Specialist I (L1) Location: Carolina, Puerto Rico Reports To: Principal IS Architect Full-Time | Exempt About Prime Air Corp. Prime Air Corp. is a leading logistics, freight forwarding, warehousing, and cold-chain solutions provider in Puerto Rico. We are committed to delivering reliable, innovative, and customer-focused transportation and supply chain services. Through technology, operational excellence, and a talented team, we support customers across multiple industries while maintaining the highest standards of quality, safety, and service. We are currently seeking an IT-OT Support Specialist I (L1) to join our team and provide frontline technical support for both our Information Technology (IT) and Operational Technology (OT) environments. Position Summary The IT-OT Support Specialist I serves as the first point of contact for technical support across the organization. This role provides Level 1 support for end users, computer systems, mobile devices, printers, scanners, telephony, network connectivity, Microsoft 365 applications, and warehouse operational technology. The ideal candidate enjoys troubleshooting technical issues, helping users, documenting solutions, and supporting technology that keeps business operations running efficiently. Key Responsibilities Provide Level 1 technical support via phone, email, chat, remote tools, and in person. Troubleshoot desktops, laptops, mobile devices, printers, scanners, telephones, and peripherals. Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint. Assist with password resets, MFA enrollment, user access requests, onboarding, and offboarding activities. Install, configure, deploy, and track company technology assets. Support warehouse and operational technology, including handheld devices, barcode scanners, Zebra devices, label printers, and warehouse workstations. Monitor support queues, dashboards, alerts, and system notifications. Document incidents, requests, troubleshooting steps, and resolutions within the ticketing system. Escalate complex technical, operational, or security issues to appropriate technical resources. Assist with data validation, reporting activities, Power BI dashboards, and basic SQL query execution. Participate in continuous improvement initiatives by identifying recurring issues and recommending process enhancements. Support compliance with company cybersecurity, confidentiality, and technology policies. Qualifications Required Associate degree in Information Technology, Computer Systems, Networking, Electronics, Data Analytics, Industrial Technology, or a related field. Equivalent technical training and experience may be considered. 1-3 years of experience in Help Desk, Desktop Support, Technical Support, Field Service, Warehouse Technology, or a related role. Experience troubleshooting Windows computers, printers, scanners, mobile devices, and Microsoft 365 applications. Basic understanding of networks, reporting tools, data analysis, and SQL concepts. Strong troubleshooting, communication, and customer service skills. Ability to communicate effectively in both English and Spanish. Strong organizational and documentation skills. Preferred Experience in logistics, freight forwarding, warehousing, transportation, or cold-chain environments. Experience with CargoWise, WMS/TMS platforms, Zebra devices, Microsoft Entra ID, Microsoft Intune, Power BI, or SQL Server. Industry certifications such as: CompTIA A+ CompTIA Network+ CompTIA Security+ Microsoft Fundamentals Certifications Power BI Data Analyst ITIL Foundation Work Environment This position supports office, warehouse, and temperature-controlled operations. The role may also participate in after-hours support, maintenance activities, or emergency incident response as business needs require. Why Join Prime Air Corp.? Opportunity to work with both IT and operational technologies in a dynamic logistics environment. Exposure to Microsoft cloud technolo…

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