This position provides technical end-user desktop computer support as needed under supervision. This position will install, configure, and troubleshoot desktop systems, workstations, and network issues under supervision.
Key Responsibilities
- Participate in the resolution of end user's desktop computer issues that may include but are not limited to hardware, printer troubleshooting and configuration, installing software and/or hardware peripheral, perform daily backup procedures, liaise with third-party software/hardware vendors for problem resolution, and rollout of new software packages, upgrades, and new desktop hardware.
- Provide support and technical setup at some trade shows which includes periodic travel.
- Monitor, support, and troubleshoot the IT infrastructure for operating issues involving failures, degradation, and event correlation using various software and hardware monitoring tools.
- Perform troubleshooting and problem resolution for all types of the IT infrastructure as assigned — hardware, software, telecommunication, business application, customer connectivity, etc.
- All other duties as assigned.
Technical Skills Required
- Hardware/software installation and troubleshooting.
- Basic understanding of software monitoring tools.
- Knowledge of backup procedures.
- Strong problem-solving and organizational skills.
Qualifications
- Bachelor's Degree in IT-related course (e.g., Computer Science, Information Technology, Information Systems).
- At least 3-5 years of experience in Technical Support, Service Desk, Desktop Support, EUC, or IT Support roles.
- Strong experience troubleshooting desktops, laptops, Mac devices, printers, and peripherals.
- Hands-on support experience with Windows and macOS environments.
- Experience supporting Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint).
- Familiarity with Active Directory and user account/access administration.
- Experience using ITSM/ticketing tools such as ServiceNow, Jira, Zendesk, or similar.
- Strong troubleshooting, problem-solving, and customer service skills.
- Average to above-average English communication skills.
- Ability to provide remote and onsite support and work with minimal supervision.
- A+ Certification or other relevant IT certifications.
- Knowledge of ITIL principles, incident management, and service request processes.
- Exposure to AI or Generative AI tools (hands-on or theoretical).
- Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
- Willing to work on a shifting schedule.
- Willing to work onsite in Iloilo City.
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