IT Helpdesk Specialist — Fast-Growing Tech Services

Mass Markets, Inc.; San Fernando; Presencial; PHP 240.000 - 360.000; Tempo integral

Resumo da vaga

Mass Markets, Inc. is seeking an IT Helpdesk Specialist to join the IT support team in providing first-level technical assistance to end-users. The role involves troubleshooting hardware and software issues, guiding users through solutions, and maintaining IT system health.

The ideal candidate will have strong communication skills, a technical background, and experience with remote tools and VPN connectivity. A pre-employment test is required as part of the application process.

Qualificações

• Associate’s (or equivalent) degree in Computer Science or Information Technology from a technical school OR equivalent combination of education and experience
• CompTIA (A+, Network +, Server+ and Security+ certifications and/or Microsoft Certified IT Professional (MCITP) are a plus but not required
• Proven experience in an IT helpdesk or technical support role.
• Strong knowledge of hardware, operating systems, and commonly used software applications.
• Proficiency in Excel, Five9, and other Data Processing tasks
• Demonstrated ability with basic networking, and telephony
• Demonstrated ability to research, plan, document, and execute complex tasks/projects
• Excellent written and oral communication skills
• Excellent interpersonal and customer service skills
• Excellent work ethic and dedication

Responsabilidades

• Provide first-level technical support to end-users via phone, email, or in-person.
• Assist users in resolving hardware and software issues, including desktops, laptops, printers, and applications.
• Walk users through step-by-step solutions and provide timely resolutions.
• Diagnose and troubleshoot hardware and software problems, identifying root causes and implementing solutions.
• Escalate complex issues to the appropriate IT support teams for further investigation and resolution.
• Perform routine maintenance tasks, such as software updates, antivirus scans, and system optimizations.
• Collaborate with IT teams to ensure the overall health and security of IT systems.
• Maintain accurate records of user issues, resolutions, and troubleshooting steps.
• Update knowledge base articles and documentation to facilitate future issue resolution.
• Provide basic training to end-users on IT systems, applications, and best practices.
• Create and distribute user guides and instructional materials as needed.
• Utilize remote desktop tools to provide support to off-site users.
• Assist users with virtual private network (VPN) connectivity and remote access.
• Assist in the deployment and configuration of new hardware and software.
• Install, upgrade, and configure software applications as needed.
• Promote and enforce IT security best practices among end-users.
• Educate users on phishing threats, password management, and other security concerns.

Conhecimentos

IT helpdesk experience

Hardware knowledge

Operating systems

Software applications

Excel

Five9

Networking basics

Telephony

Documentation & planning

Written & verbal communication

Customer service

Work ethic

Formação

Associate degree in Computer Science or IT

CompTIA A+/Network+/Server+/Security+ and MCITP

Descrição da vaga

Mass Markets, Inc. is seeking an IT Helpdesk Specialist to join the IT support team in providing first-level technical assistance to end-users. The role involves troubleshooting hardware and software issues, guiding users through solutions, and maintaining IT system health.

The ideal candidate will have strong communication skills, a technical background, and experience with remote tools and VPN connectivity. A pre-employment test is required as part of the application process.