IT Help Desk Technician

7 days ago

Taguig, Philippines DOXA Talent Full time

Our client is looking for an IT Help Desk Technician who serves as the first line of support for all internal technology issues, providing direct user assistance via phone, email, Teams, and ticketing system. This role is responsible for triaging, resolving, or escalating support requests in a timely, professional manner. This position is critical to stabilizing IT operations by resolving Tier 1 and select Tier 2 support issues and by managing user provisioning across multiple platforms. The IT Help Desk Technician will also assist in maintaining technical documentation and contribute to IT process improvement efforts. This is a long-term, Tier 1-focused role with a strong emphasis on service, ownership, and consistency.

WORK SCHEDULE: 8:00 AM – 5:00 PM Pacific Daylight Time (11:00 PM – 8:00 AM Philippine Standard Time), follows Philippine holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS:

  • Serve as primary intake for support requests across multiple channels (Atera ticketing, Teams, phone, email)
  • Triage and resolve Tier 1 issues; escalate unresolved items after 1 hour of investigation/troubleshooting
  • Provide provision/deprovision user accounts in Active Directory, Microsoft 365, Teams Voice, Intune, and other platforms
  • Configure and deploy new Windows devices using Autopilot and Intune policies
  • Support end-users on desktop/laptop issues, mobile device setup, email configuration, MFA setup (Microsoft Authenticator), and printer issues (Windows Print Server)
  • Install and configure business applications and tools
  • Provide remote support via Splashtop
  • Log all support interactions and resolutions with attention to detail and within SLA expectations
  • Monitor ticket queue and ensure tickets are responded to and closed within SLA 90%+ of the time
  • Document known issues, solutions, and update the IT knowledge base regularly
  • Identify documentation gaps and track them for knowledge base updates
  • Assist the IT Manager and Tier 2 Support Specialist on projects and cross-functional initiatives
  • Monitor recurring issues and flag opportunities for automation or process refinement
  • Provide new hire onboarding setup and support for all systems
  • Assist with release of quarantined email requests (DarkTrace)
  • Work with the following technologies/technical environments:
    • Ticketing and remote access: Atera and Splashtop
    • Device management: Microsoft Intune, Autopilot
    • User management: Active Directory (on-prem/hybrid), Microsoft 365, and Microsoft Authenticator
    • Communication: Teams, Teams Voice, Outlook
    • Security: Admin By Request and DarkTrace (email release support)
    • Hardware: Windows devices, corporate iPads, smartphones, hotspots, and printers (via Windows Print Server)
    • Applications supported (Tier 1): Procore, AL Mobile, Sage 300 CRE, Brix Hyphen, BuildPro, Bitwarden, BlueBeam, Drone Deploy, and PrintBoss

QUALIFICATIONS:

  • Associate degree or equivalent experience in Information Technology or related field
  • CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar, is preferred
  • 2–4 years in a help desk or technical support role
  • Prior experience with device provisioning and user account administration
  • Demonstrated experience supporting Windows environments and Microsoft 365
  • Familiarity with common SMB tools and IT infrastructure
  • Strong communication and customer service skills under pressure
  • Excellent documentation and organizational abilities
  • Self-motivated with the ability to prioritize and take ownership
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