Job Description

Responsibilities:

• Provide technical support to end users on a variety of computer hardware and software issues.
• Troubleshoot and resolve problems with computer hardware and software.
• Install and configure new hardware and software.
• Provide Active Directory support, including creating and managing user accounts, groups, and permissions.
• Provide Citrix support, including troubleshooting and resolving issues with remote user sessions.
• Follow standard documented Help Desk operating procedures and update procedures when directed by team.
• Accurately log all Help Desk communications using the Helpdesk ITSM tools.
• Escalate issues as necessary to appropriate escalation points.
• Provide training to end users on computer hardware and software.
• Work independently and as part of a team.
• Communicate effectively with both technical and non-technical audiences.
  

Skills and Qualifications:

• Bachelor's degree in computer science or a related field.
• 2+ years of experience in desktop support or a related field.
• Strong knowledge of computer hardware and software.
• Excellent troubleshooting and problem-solving skills.
• Excellent communication skills.
• Ability to work independently and as part of a team.
• Must be willing to work in shifting schedules, including graveyard shifts.

• Answer and log incoming support requests via phone, email, and in-person
• Troubleshoot Windows desktop hardware and software issues
• Reset passwords and manage basic Active Directory user tasks
• Support Microsoft 365 applications (Outlook, Teams, OneDrive)
• Set up and configure computers and peripherals for new and existing employees
• Escalate unresolved issues to senior IT staff with clear documentation
• Maintain basic asset records (device assignments, hardware inventory)

• High school diploma or equivalent; associate degree or technical certification a plus
• 1+ year of experience in a help desk, desktop support, or IT support role
• Working knowledge of Windows 10/11
• Basic familiarity with Microsoft 365 (Outlook, Teams)
• Understanding of Active Directory fundamentals (password resets, account unlocks)
• Basic networking awareness: DHCP, DNS, file/printer sharing
• Clear communicator with a professional, patient demeanor
• Able to manage multiple requests and prioritize effectively
• Must be willing to work night shift schedules (US hours) and during PH Holidays.
• Must be able to work at Alabang, Muntinlupa when work in the office resumes (temp WFH).

Preferred

• CompTIA A+ (or in progress)
• Experience with a ticketing system
• Exposure to Microsoft Intune or Azure AD
• Experience in a multi-site or manufacturing environment