IT Helpdesk Specialist – Hybrid Support & Security

MCI; Angeles; On-site; PHP 335,000 - 513,000; Full time

Job summary

MCI in Angeles, Philippines, is seeking an IT Helpdesk Specialist to assist users with technical issues, troubleshoot hardware and software, and ensure smooth operation of IT systems.

You will provide first-level support via phone, email, or on-site, document resolutions, maintain records, and collaborate with IT teams to uphold security and performance. A technical background and strong communication are essential. This is a fast-paced role with opportunities for growth.

Qualifications

• Associate’s degree in CS or IT or equivalent
• Proven IT helpdesk/technical support experience
• Strong knowledge of hardware, OS and common software applications
• Proficiency in Excel, Five9, and other data processing tasks
• Basic networking and telephony
• Ability to plan, document and execute complex tasks/projects
• Excellent written and oral communication
• Excellent interpersonal and customer service skills
• Excellent work ethic and dedication

Responsibilities

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

Skills

Technical support

Customer service

Desktop troubleshooting

Networking basics

VPN connectivity

Remote desktop

Communication skills

Software applications

Excel

Phishing awareness

Education

Associate degree in CS/IT

MCITP/CompTIA certs (optional)

Tools

Five9

Remote desktop tools

Microsoft Office

Job description

MCI in Angeles, Philippines, is seeking an IT Helpdesk Specialist to assist users with technical issues, troubleshoot hardware and software, and ensure smooth operation of IT systems.

You will provide first-level support via phone, email, or on-site, document resolutions, maintain records, and collaborate with IT teams to uphold security and performance. A technical background and strong communication are essential. This is a fast-paced role with opportunities for growth.