Other Desired Qualifications
Positive outlook on life.
MUST have a sense of humor.
Looking to make a difference in the world.
Enjoy a challenging work environment with great opportunities for professional growth.
Be willing and able to assist with a variety of other duties that may arise.
Helpdesk Technician - PH
About The Role
A Helpdesk technician’s primary focus is problem resolution for all internal users in relation to phones, hardware, software, and applications issues. The IT Helpdesk Technician will communicate regularly with internal stakeholders at the company and will interact frequently with other company team members.
Provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Responds to queries either in person or over the phone. Write training manuals. Trains computer users.
In this role, you'll get to...
provide first-level contact and problem resolution for all users with hardware, software and applications problems
manage new PC setup and deployment to users
create user accounts in Active Directory and Exchange
troubleshoot and resolve small office printer/copier issues
troubleshoot and resolve small office and workstation network issues
troubleshoot and resolve scanning issues (FTP, scan-to-email)
troubleshoot and resolve browser-based issues (Chrome & Internet Explorer)
troubleshoot desktop hardware components
exhibit a strong desire to stay up to date with the latest technology and utilizing that to alleviate common problems
assist in the creation of documentation that is accessible to users and easy to understand
utilize exceptional Customer Service skills
set up new team members with access to all relevant systems
provide accurate and timely resolution of computer and phone issues
provide technical assistance and basic training to computer and phone system users
provide assistance concerning the use of computer hardware and software, including printing, MS-Office, email and operating systems
perform basic network troubleshooting to isolate and diagnose common network problems
respond to the needs and questions of users concerning their access to resources on the network
maintain communication with internal team during the problem resolution process
assist in keeping track of inventory and making sure all phone and computer equipment is accounted for
use judgment to escalate problems as appropriate
perform other duties as assigned
On day one, we'll expect you to...
have 2+ years' experience in computer networks and systems maintenance
have knowledge of Microsoft Office, O365 Platform, Mitel, Zoom
have experience with Helpdesk ticketing systems
have experience with remote support applications
have Windows and Office Suite support experience
have Active Directory administration experience — creating/disabling users, distribution/security groups
have an understanding of Windows security permissions
have an understanding of Windows maintenance techniques
have excellent written and verbal communication skills
have a fully functional and up-to-date computer with which to perform duties
be willing to install next-generation endpoint protection on the computer
be a current resident of the Philippines and can perform work from there
be willing to work in Eastern Time (8:00am-5:00pm EDT) corresponding to 8:00pm - 5:00am PH time, if DST
What separates the best from the rest are:
NOTE: This is a remote (work from home) job.