IT Helpdesk Specialist

I. POSITION SUMMARY

The IT Helpdesk Specialist serves as the first line of support for all IT-related concerns across Total Philippines Corporation. This role is responsible for troubleshooting hardware, software, and network-related issues, providing technical assistance to users, maintaining IT infrastructure, and escalating complex problems to relevant support tiers. The position plays a critical part in ensuring the efficiency, security, and reliability of the company's technology systems and end-user experience.

II. POSITION DIMENSIONS

· Supports and sustains Total Philippines' network and telecommunication infrastructure.

· Maintains high availability and performance of local application servers and office automation systems.

· Provides technical support to users nationwide, including coordination with regional offices and sites.

III. DUTIES AND RESPONSIBILITIES

1. A. Technical Support & Troubleshooting

· Serve as the first point of contact for IT issues through phone, email, and support ticketing systems.

· Troubleshoot and resolve issues involving desktop/laptop hardware, operating systems, software, and peripherals.

· Escalate unresolved incidents to Level 2/3 support or external service providers as needed.

· Log, track, and update support cases and incidents in the helpdesk system.

1. B. System & Network Administration

· Assist in the administration of LAN/WAN, wireless networks, telephone systems (e.g., PABX, VoIP), and server infrastructure.

· Support Active Directory tasks including user account creation, permission management, and password resets.

· Assist with routine backups, disaster recovery procedures, and preventive maintenance of IT systems.

1. C. Equipment Maintenance & Deployment

· Perform installation, configuration, and repairs of PCs, laptops, printers, mobile devices, and network equipment.

· Coordinate hardware replacements, upgrades, and warranty repairs.

· Conduct IT orientation for new users and provide basic training on company systems.

1. D. Documentation and Reporting

· Maintain an updated inventory of all IT equipment and software licenses.

· Maintain and monitor user account database and network access logs.

· Prepare and submit monthly helpdesk reports and incident analysis to the IT Manager.

· Maintain and update user guides, FAQs, and process documentation.

IV. CONTEXT AND ENVIRONMENT

· The position supports all Total Philippines Corporation users across headquarters and remote sites.

· Requires occasional travel to provincial offices or remote sites for equipment deployment or technical intervention.

· Works in coordination with local and global IT teams, and may be involved in special IT projects or system rollouts.

V. ACCOUNTABILITIES

· Ensure a high level of user satisfaction through timely and professional IT support.

· Maintain accurate IT asset inventories and system documentation.

· Support the company's business continuity and data protection standards.

· Deliver timely and accurate reports to management regarding helpdesk performance and IT issues.

VI. QUALIFICATIONS AND EXPERIENCE

· Education: Bachelor's Degree in Information Technology, Computer Science, or any related field.

· Experience: Minimum of 2 years experience in IT Helpdesk or Technical Support roles.

· Certifications (Preferred): CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, ITIL Foundation

VII. TECHNICAL SKILLS REQUIRED

· (Preferred knowledge and/or experience) SAP Applications, SAP BASIS, SAP ABAP

· (Preferred knowledge and/or experience) Application Development Tools: Microsoft 365 (e.g. Power Apps, Visual Basic, Macros, etc.)

· Operating Systems: Windows 10/11, Microsoft Windows Server

· Productivity Tools: Microsoft 365 (e.g., Outlook, Teams, SharePoint, Excel, Word, etc.)

· Networking: LAN/WAN, TCP/IP, DNS, DHCP, VPN, basic firewall understanding

· System Tools: Active Directory, endpoint management tools, backup software

· Hardware: Desktop/laptop repair, printer/scanner troubleshooting

· Telephony: VoIP and traditional telephone systems administration

· Helpdesk Systems: Experience with IT ticketing systems (e.g., JIRA, Zendesk, or similar)

VIII. SOFT SKILLS

· Strong customer service orientation and communication skills

· Excellent problem-solving and analytical thinking

· High level of integrity, confidentiality, and professionalism

· Ability to work independently and collaboratively under pressure

· Strong attention to detail and organizational skills

Job Type: Full-time

Pay: Php30, Php35,000.00 per month

Benefits:

• Health insurance
• Life insurance
• Paid training
• Staff meals provided

Work Location: In person