jobapplier

IT Helpdesk - Cebu Onsite

Virtual Staffing Solutions

Responsibilities

  • Provide Level 1 and Level 2 technical support to employees via phone, email, chat, and ticketing systems.
  • Diagnose and resolve hardware, software, operating system, printer, and network connectivity issues.
  • Support Windows and macOS workstations, mobile devices, and standard office applications.
  • Assist users with Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and Office Suite.
  • Perform user account management, password resets, and access provisioning through Active Directory and related systems.
  • Troubleshoot VPN, remote access, and multi-factor authentication (MFA) issues.
  • Escalate unresolved technical issues to appropriate teams and track progress through resolution.
  • Incident & Service Request Management Log, prioritize, and manage support tickets according to established Service Level Agreements (SLAs).
  • Maintain accurate documentation of incidents, troubleshooting steps, and resolutions.
  • Follow up with users to ensure issues are fully resolved and customer satisfaction is achieved.
  • Identify recurring technical issues and recommend long-term solutions.
  • Hardware & Software Administration Configure, deploy, and support desktops, laptops, mobile devices, monitors, and peripherals.
  • Install and maintain approved software applications and updates.
  • Coordinate equipment replacements, repairs, and inventory management.
  • Support onboarding and offboarding activities, including workstation setup and account provisioning.
  • Create and update knowledge base articles, user guides, and support documentation.
  • Assist in developing standard operating procedures for IT support processes.
  • Provide end-user training on new technologies and best practices.
  • Adhere to company IT security policies and procedures.
  • Identify and report potential security threats and vulnerabilities.
  • Support cybersecurity initiatives, including endpoint protection, phishing awareness, and access control management.
  • Assist with audits and compliance-related activities as required.

Requirements

  • Equivalent combination of education and relevant work experience may be considered.
  • Minimum 1-3 years of experience in an IT Helpdesk, Technical Support, or Desktop Support role.
  • Experience supporting Microsoft Windows environments and Microsoft 365 applications.
  • Experience with ticketing systems such as ServiceNow, Jira, Zendesk, Freshservice, or similar platforms.
  • Windows 10/11 operating systems
  • Microsoft 365 administration
  • Active Directory and Azure AD/Entra ID
  • Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
  • Remote support tools
  • Endpoint device management

Multi-factor authentication technologies

  • Basic scripting knowledge (PowerShell preferred) is an advantage.
  • Strong customer service orientation.
  • Excellent verbal and written communication skills.
  • Strong analytical and problem-solving abilities.
  • Ability to prioritize multiple tasks in a fast-paced environment.
  • Team-oriented with the ability to work independently when required.
  • Strong attention to detail and documentation practices.
  • First Contact Resolution Rate (FCR)
  • Ticket Resolution Time
  • SLA Compliance
  • Customer Satisfaction (CSAT) Score
  • Ticket Backlog Management
  • Knowledge Base Contributions
  • User Productivity Impact

Preferred

  • Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred.

Tools

Windows 10/11 operating systems Microsoft 365 administration Active Directory and Azure AD/Entra ID Networking fundamentals (TCP/IP, DNS, DHCP, VPN) Remote support tools Endpoint device management Multi-factor authentication technologies Basic scripting knowledge (PowerShell preferred) is an advantage.

Soft Skills

  • Strong customer service orientation.
  • Excellent verbal and written communication skills.
  • Strong analytical and problem-solving abilities.
  • Ability to prioritize multiple tasks in a fast-paced environment.
  • Team-oriented with the ability to work independently when required.
  • Strong attention to detail and documentation practices.

Key Performance Indicators (KPIs)

First Contact Resolution Rate (FCR) Ticket Resolution Time SLA Compliance Customer Satisfaction (CSAT) Score Ticket Backlog Management Knowledge Base Contributions User Productivity Impact