IT Desktop Support (Laguna)

Strategic Networks, Inc.; Santa Rosa; On-site; PHP 240,000 - 420,000; Full time

Job summary

Strategic Networks, Inc. is seeking an IT Support specialist to handle incident and request management for all end user devices, both Windows and non-Windows environments.

You will assist remote users with on-site repairs, support hardware/software and LAN components, and ensure timely ticket resolutions. The role involves configuring systems as needed, establishing SLAs, and monitoring office equipment to maintain smooth operations.

Qualifications

• Provide incident and request management support for all end user devices.
• Experience in Windows and non-Windows operating environments.
• Assist remote users with on-site repair and troubleshooting solutions.
• Support end users with hardware, software, applications, LAN components and peripherals.
• Determine and implement system reconfigurations as needed.
• Establish end user service level agreements.
• Conduct on-site analysis and resolution of desktop problems.
• Supervise complaint ticketing system and ensure timely resolution of work orders.
• Provide user support via remote access tools.
• Update ticketing tools with status information promptly.
• Analyze completed requests to identify improvements and compliance issues.
• Monitor and repair IT/office equipment to ensure smooth software operation.

Responsibilities

• Provide incident and request management for end user devices.
• Support hardware and software, including LAN components and peripherals.
• Coordinate on-site and remote resolutions for desktop issues.
• Monitor and maintain status updates in ticketing systems.

Skills

End user support

Windows OS

Non-Windows OS

Remote support

Ticketing systems

Tools

Ticketing system

Job description

• Provide incident and request management support to all end user devices. (Desktop, Laptop, Monitor, VPN, Printers, Scanner).

• Experience in Windows & non-Windows Operating environment

• Recommend and apply solutions, including on-site repair for remote users

• Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals.

• Determine and execute system reconfiguration needs.

• Establish end user service level agreements.

• Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users.

• Supervise complaint ticketing system and follow timely resolution of all work orders.

• Demonstrated ability to provide user support by means of remote access tools.

• Provide status update to the ticketing tools in a timely manner.

• Analyze completed end user device requests and incidents to identify and recommend process improvements and identify any process compliance issues.

• Monitor and repair all IT / office equipment and tools and make sure that all software systems are running smoothly.