Job Description

KEY RESPONSIBILITIES

• Help Desk Support: Provide remote technical support for employee software, account access, and general technology issues. Respond promptly to employee IT requests by phone, Microsoft Teams, and written communication; document issues and clearly communicate resolution status and next steps. Follow up on outstanding support tickets and identify recurring problems that need a permanent fix.
• Microsoft 365 Administration: Support Microsoft 365 administration, including Outlook, Teams, SharePoint, and OneDrive. Manage shared mailbox setup, distribution groups, SharePoint permissions, user permissions, licenses, security settings, and access to company systems.
• Account Management: Support employee onboarding and offboarding checklists, including creating, configuring, and deactivating accounts to ensure timely setup and access changes. Assist employees with password resets, multi-factor authentication setup, account lockouts, and access issues using approved procedures.
• Application Support: Troubleshoot email, file access, Microsoft applications, and cloud-based software issues. Provide user support for Procore, Acumatica, BambooHR, and other business applications.
• Device and Workstation Support: Troubleshoot remote workstation issues, connectivity, printers, peripherals, video meetings, and common hardware problems. Support laptop and device setup, software installation, updates, and remote configuration in coordination with on-site staff. Assist with routine checks of backup, device health, and security notifications under established procedures.
• Escalation and Vendor Coordination: Escalate hardware, networking, cybersecurity, and other complex issues to the Office & IT Manager or approved vendors. Coordinate with external IT vendors or software support teams when escalation is needed.
• Employee Guidance and Training: Guide employees through Microsoft Teams, SharePoint, OneDrive, Outlook, and other approved tools via phone calls, screen sharing, and easy-to-follow explanations. Create clear, concise, employee-facing written instructions and quick-reference guides for common technology questions, and assist with employee training.
• Documentation and Records: Document troubleshooting steps and standard IT procedures. Maintain IT knowledge-base articles, vendor contacts, software documentation, and organized records of software subscriptions, licenses, user accounts, access, and assigned devices and equipment.
• IT Operations and Technology Projects: Track IT requests, equipment assignments, license renewals, software subscriptions, and project progress. Help coordinate software updates, migrations, new software rollouts, and approved system improvements with minimal disruption to employees. Review recurring IT issues, recommend practical improvements to user support and system organization, and assist with access audits and other IT and administrative support as assigned.

Requirements

CANDIDATE PROFILE

• Previous experience providing IT help-desk support, technical assistance, or Microsoft 365 administration in a business environment.
• Strong proficiency with Microsoft 365, including Outlook, Teams, SharePoint, OneDrive, and Microsoft 365 admin tools.
• Hands-on experience troubleshooting Windows computers, common software issues, login problems, and remote connectivity.
• Experience with user onboarding/offboarding, account provisioning, password resets, and multi-factor authentication.
• Strong troubleshooting, research, follow-through, and problem-solving skills, including the ability to guide employees through solutions over the phone.
• Familiarity with user permissions, software licensing, device management, and cloud-based applications.
• Understanding of cybersecurity basics, access controls, confidentiality, and secure handling of company information.
• Exceptional verbal and written English communication skills; must be articulate, well-spoken, patient, and confident communicating with employees frequently by phone, video call, and email.
• Strong organization, independent time management, and proactive communication.
• Reliable internet, a quiet professional remote workspace, and dependable audio equipment for frequent employee support calls.
• Amenable to working full-time remote, 40 hours per week, Monday through Friday, with availability to start the workday at 7:00 AM Pacific Time to align with the Washington-based team.
• Willing to spend any hours outside of scheduled training and onboarding during the first few weeks on self-guided training, reviewing company resources and systems, and building familiarity with the role, while maintaining a 40-hour workweek.

PREFERRED QUALIFICATIONS

• Experience with Procore, Acumatica, BambooHR, or Microsoft Intune is highly preferred.
• Experience using IT ticketing platforms is an advantage.

Benefits

• Free lunch meal, fruits, snacks, and drinks
• Onsite gym with a free professional instructor
• Weekly fitness activity and an annual fitness challenge where you can win up to 70,000 PHP
• Weekly engagement activities with prizes that are up to 3,000 PHP
• Free upskilling academy to improve your performance and skillset
• State-of-the-art facilities from toilets to your workstation
• Amenities such as sleeping quarters, game area, chat room, shower room