IT Helpdesk Support- L1

2 weeks ago

Cebu City, Philippines Virtual Staffing Solutions OPC Full time

Our client is America’s leading radio broadcaster, Internet content provider, and magazine and book publisher targeting audiences interested in Christian and family-themed content and conservative values. The IT Helpdesk Support involves being the primary contact for users experiencing technical issues, performing first-level troubleshooting for hardware and software problems, documenting issues and their resolutions, and escalating complex cases to higher support levels. About the Job Onsite in Robinsons Cybergate, Cebu City Full-time job; following US hours (9:00 PM- 6:00 AM local) Perks and Benefits Include In-house HMO on Day 1 with extra free 3 dependents Life Insurance policy on Day 1 Key Responsibilities Serve as the first point of contact for all IT-related inquiries (phone, email, chat, or ticketing system). Provide Level 1 troubleshooting for: Password resets and account unlocks Email configuration and access issues (Outlook, Exchange, Office 365, Gmail) Software installation/removal support Printing, scanning, and basic hardware setup Network connectivity issues (basic Wi-Fi/LAN troubleshooting) Log, track, and close support tickets in the IT help desk system. Communicate solutions to users in clear, concise language —whether spoken or written. Escalate unresolved issues to Level 2/3 support teams as needed. Maintain knowledge base articles and contribute to IT documentation. Deliver exceptional customer service , ensuring all requests are handled with professionalism and empathy. Support end users across multiple time zones, including U.S. business hours Qualifications & Skills Education: Bachelor’s degree in IT, Computer Science, or related field (preferred but not required). Experience: 1–2 years in an Help Desk, Technical Support, or BPO tech account. Technical Skills: Proficiency with Windows & Mac OS environments Familiarity with Office 365, Outlook, Teams, Zoom, and Google Workspace Knowledge of Active Directory for account management Basic understanding of ticketing systems (e.g., ServiceNow, Zendesk, FreshDesk, Jira) Communication Skills: Excellent written and verbal English communication skills are required. Ability to explain technical information to non-technical users in a professional, friendly manner. Soft Skills: Strong problem-solving and analytical abilities Ability to multitask in a fast-paced environment Customer-first mindset with a calm, professional demeanor #J-18808-Ljbffr

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