About DLC Group 

DLC Group is a leading independent marketing firm, established in 1985, specializing in creative brand experiences. We develop effective and creative business solutions for our clients. We build on the core pillars of Brand Equity, Culture Intelligence and Audience Segmentation, to design meaningfulomni channel creative experiences, led by data, enabled by technology. We do this by leveraging marketing programs that deliver creative excellence and business growth.

Who we are:

We are a team of multicultural creators, innovators, technologists and curious professionals that are changing the way business is done. With HQ’s in San Juan, PR and offices in Miami and Colombia, we are focused on combining our understanding of the power of creativity, media insights, data analysis and public relations influence to deliver tailored solutions that produce measurable business results for our clients.

Summary/Objective:Responsible for the first line of technical support for agency personnel throughout the
U.S. for technology services supported by agencies including email, remote access,
and other agency systems.

Essential Duties and Responsibilities:Reasonable accommodations may be made to enable employees with disabilities to
perform the essential functions. 
● Troubleshoot and resolve technical problems.
● Escalate critical problems to other members of the agency IT Team or third-party
vendors, if necessary.
● Perform routine maintenance on equipment and network software as needed,
including database reorganizations, tuning processes and monitoring
procedures.
● Update maintenance logs and daily activity reports.
● Add, update and delete security and access privileges for individuals.
● Install hardware/software and perform maintenance on PC and Mac workstations
as needed.
● Assist with testing of new hardware, software and network technologies.
● Write procedures for regular processes.
● Backup routine maintenance.
● Performs other related duties as assigned.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive
listing of activities, duties or responsibilities that are required of the employee for this
job. Duties, responsibilities and activities may change at any time with or without notice.
 
Supervisory Responsibility:This position has no direct supervisory responsibilities.

Essential Skills: ● Ability to accurately & efficiently enter data into computer software & systems.
● Reliable & Trustworthy
● Fast and accurate typing skills.
● Able to read, write and communicate in both English & Spanish.
● Multitasking skills.
● Excellent Organizational Skills & Attention to details.
● Ability to maintain confidential & meticulous records.
● Efficient task completion skills.
● Time management skills.
● Excellent communication skills both written and oral 
● Must be able to learn other IT software systems.

Preferred Education and Related Experience:High school diploma required; degree in Information Technology or Computer Science
highly preferred.
1-2 years of work experience in a technology support role required.
Experience with Network design, manage OS as Windows, Mac, Windows Server, MS
NT. Virtual ambience, preferred VMware. Security knowledge, preferred on Fortigate
firewalls.

Physical Demands:While performing the duties of this job, the employee is regularly required to talk or
hear. The employee is frequently required to walk; sit and use hands to finger, handle,
or feel. The employee is occasionally required to stand; reach with hands and arms;
stoop, kneel, crouch, and crawl. The vision requirements include: ability to adjust focus
and close vision.

Communication Ability:Ability to read and comprehend simple instructions, short correspondence and memos.
Ability to write simple correspondence. Ability to effectively present information in one-
on-one and small group situations to customers, clients and other employees of the
organization.

Reasoning Ability:Ability to solve practical problems and deal with a variety of concrete variables in
situations where only limited standardization exists. Ability to work independently and
make decisions within the scope of responsibility along with judgment to escalate
problems appropriately.

Schedule Requirements: Due to the nature of the business this position requires to work Monday to Friday day
shifts but must be available to work flexible shifts, holidays & weekends should it be
asked.