IT Helpdesk Support Specialist

Strategic Staffing Solutions, Inc.; Makati; Hybrid; PHP 260,000 - 380,000; Full time

Job summary

Strategic Staffing Solutions, Inc. is seeking an IT Helpdesk Support Specialist to join our Makati team in a hybrid role. You’ll be the first point of contact for users, troubleshoot issues, and deliver responsive customer service to keep systems running smoothly.

Ideal candidates have 1–3 years in IT support, strong AD, VMware/AVD knowledge, and comfortable with PHI handling in a regulated environment. You’ll log incidents, document steps, and collaborate with peers to provide timely

Qualifications

• 1–3 years of IT helpdesk or support experience.
• Experience with Active Directory and user/account management.
• Familiarity with remote support tools and common IT troubleshooting workflows.

Responsibilities

• Serve as the primary contact for users and ensure a positive support experience.
• Diagnose and troubleshoot technical issues and provide efficient resolutions.
• Log all incidents with detailed steps and outcomes in the ticketing system.
• Aim to exceed first call resolution targets by resolving issues during the initial contact.
• Identify recurring issues and suggest improvements to prevent future incidents.
• Participate in regular training to stay current with technologies and best practices.
• Ensure data protection and HIPAA compliance when handling PHI.

Skills

Customer service mindset

Excellent communication

Documentation

Tools

Active Directory

VMware

Azure Virtual Desktop

Remote support tools

Job description

Job Title: IT Helpdesk Support Specialist

Location: Hybrid at our Makati Office (One Ayala)

Are you a tech-savvy professional with a passion for solving problems and delivering exceptional customer service? We’re looking for an enthusiastic IT Helpdesk Support Specialist to join our dynamic team in the heart of Makati. In this role, you’ll be the first point of contact for technical issues, ensuring a seamless and engaging support experience for our users.

What You’ll Do

• Customer First: Serve as the primary contact for users, ensuring a positive experience from the first call.
• Tech Troubleshooter: Apply advanced troubleshooting skills to diagnose and resolve technical problems efficiently.
• Detailed Documentation: Log all incidents accurately, capturing troubleshooting steps and solutions.
• Efficient Resolutions: Maintain and exceed first call resolution (FCR) targets by resolving most issues during initial contact.
• Proactive Improvements: Identify recurring issues and suggest systemic improvements.
• Continuous Learning: Participate in regular training sessions and workshops to stay current on new technologies and best practices.
• Security & Compliance: Ensure data protection and confidentiality, including handling Protected Health Information (PHI) in compliance with HIPAA regulations.

What We’re Looking For

Experience: 1-3 years in IT support or a similar helpdesk environment.

Technical Skills

• Experience managing user accounts, resetting passwords, and troubleshooting issues related to Active Directory.
• Familiarity with virtual environments like VDH (VMWare) and AVD (Azure Virtual Desktop).
• Basic hardware troubleshooting (rebooting systems, checking physical connections, etc.).
• Proficiency in software troubleshooting (restarting applications, reinstalling software, reviewing permissions, etc.).
• Hands-on experience using remote support tools.

Soft Skills

• Excellent communication skills to explain technical details to non-technical users.
• A strong customer service mindset with patience, empathy, and professionalism.
• Meticulous attention to detail in documenting incidents and following procedures.
• Outstanding active listening skills to fully understand and resolve user issues.

If you’re ready to advance your career in a vibrant, tech-forward environment and make a real impact on user experiences, we’d love to hear from you. Join us at our Makati office in and be part of a team that values innovation, collaboration, and exceptional support!