IT Helpdesk Technician

ROLE SUMMARY

The IT Helpdesk Technician is the foundation of the IT Department, you start work every morning prepared to handle anything that comes along the way. You need to have an understanding of SaaS and Network environment and demonstrate a willingness to learn and apply new technology showing evidence of an advanced technical aptitude. As an IT Helpdesk, you have a varied role that is centered on maintaining technologies, providing IT support, troubleshooting, and identifying solutions.

SCHEDULE: TBD (schedule may adjust slightly depending on business need), follows Philippine holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS

·       Troubleshoot complex technical issues

·       Provide primary support of Helpdesk operations and responsible for ticket support and SLAs

·       Interact with the IT Department and other teams to assist in troubleshooting, identify root causes, and provide technical support

·       Resolve escalated computer, application, system, device, access, or performance issues

·       Perform recurring tasks including server updates, systems backup, and maintenance.

·       Document all break/fix issues and final resolutions continuously

·       Escalate issues to Tier 2 when required

·       Configure computer assets

·       Deploy equipment to members of the organization

·       Coordinate with other departments for deployment of equipment

·       Assist the IT Operations Manager with the deployment of major projects

·       Manage administrative functions of various SaaS platforms

·       Assist in end-user training on proper operation and use of software, hardware, and cybersecurity awareness

·       Perform other duties as required

QUALIFICATIONS

·       Associates degree in Information Technology or equivalent experience preferred

·       3 years of directly relevant work experience

·       A+, Network+, or MCTS certifications preferred

·       A solid understanding of Microsoft Azure and Office 365 administration and configuration

·       Expert-level knowledge of Microsoft Windows and Office 365

·       A solid understanding of the fundamentals of AD/DNS/DHCP and the role these services play in a network

·       Great interpersonal skills, equally happy working alone on a project or interacting with internal customers to resolve their issues

·       Excellent time management; can work autonomously, take initiative, and multi-task

·       Ability to thrive in a fast-changing environment that introduces new systems on a regular basis

·       Ability to work in an autonomous environment where you can be a self-directed, independent worker

·       Ability to create an inclusive workplace where everyone feels a sense of belonging by empowering all our employees to speak up, ask questions, and be seen