IT Helpdesk Specialist — Frontline Tech Support

MCI; San Fernando; On-site; PHP 240,000 - 420,000; Full time

Job summary

MCI is seeking an IT Helpdesk Specialist to support end-users, troubleshoot hardware and software, and ensure smooth IT operations. You will provide first-line assistance via phone, email, or in-person, resolve issues, and escalate complex tickets as needed.

The role emphasizes strong communication, customer service, and technical skills, including familiarity with Five9, VPN, and remote desktop tools. Join a growing US-backed tech-enabled services company with global reach.

Qualifications

• Associate’s degree in Computer Science or IT, or equivalent experience.
• CompTIA A+, Network+, Server+, Security+ certifications and/or 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 and Five9, and other data processing tasks.
• Demonstrated ability with basic networking and telephony.

Responsibilities

• 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 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.

Skills

Excellent communication

Customer service

Technical troubleshooting

Networking basics

Telephony knowledge

Education

Associate degree in Computer Science or IT

Tools

Five9

Remote desktop tools

VPN

Excel

Job description

MCI is seeking an IT Helpdesk Specialist to support end-users, troubleshoot hardware and software, and ensure smooth IT operations. You will provide first-line assistance via phone, email, or in-person, resolve issues, and escalate complex tickets as needed.

The role emphasizes strong communication, customer service, and technical skills, including familiarity with Five9, VPN, and remote desktop tools. Join a growing US-backed tech-enabled services company with global reach.