IT Service Desk Technician I

iSupport Worldwide; Metro Manila; On-site; PHP 290,000 - 424,000; Full time

Benefits offered by this job

Free lunch meals

Onsite gym with instructor

Weekly fitness activities with prizes

Free upskilling academy

State-of-the-art office facilities

Job summary

iSupport Worldwide is seeking an IT Service Desk Technician I to provide IT support for all Harvard locations and remote users. The role covers end-to-end service support for local and field technology users, ensuring professional, timely resolution of incidents and proactive communications.

The candidate will handle remote and on-site assistance, manage imaging and deployment tasks, and contribute to knowledge base improvements. A collaborative, detail-oriented team player is essential.

Qualifications

• AA in IT related field or IT certification or 1 year of experience in a technical environment.
• Experience installing, upgrading, and repairing desktops or laptops running MS operating systems.
• Experience with smartphones, tablets, and other technical equipment.
• Familiarity with data backup and system imaging.
• Knowledge of IT systems including servers, desktops, routers, switches, and firewalls.
• Working knowledge of TCP/IP networks and LAN
• Ability to learn new or unfamiliar systems and solve problems.
• Excellent written and verbal communication skills.

Responsibilities

• Provide best-in-class technical support.
• Provide remote help desk support via phone and/or in-person.
• Update the internal ticketing system with resolution details.
• Act as first point of contact for user issue resolution and triage.
• Escalate to Engineering for complex solutions.
• Maintain open communication with clients until issues are resolved.
• Update knowledge base with technical documentation and solutions.
• Deploy laptops, desktops, monitors, printers, and other devices.
• Respond to urgent requests via IT escalation line.

Skills

Excellent written and verbal

Customer service

Analytical and problem-solving

Team collaboration

Attention to detail

Self-motivated

Ability to learn new systems

Calm under pressure

Education

AA in IT related field

IT certification

Tools

Microsoft Intune

Microsoft Autopilot

RMM software

Confluence

Job description

Position Objective:

The (IT Service Desk Technician I) position will provide IT support for all Harvard locations, as well as remote users. This position is responsible for the overall service support function of local and field technology users.

Duties and Responsibilities

• Provide best-in-class technical support.
• Present oneself in a professional, courteous, and respectful way.
• Provide remote help desk support via phone and/or in-person.
• Update the internal ticketing system with details related to resolution of issues.
• First point of contact for user issue resolution, triage user technical issues to resolution.
• Escalate and work with the Engineering team for solutions to sometimes complex problems.
• Maintain close contact and open communication with clients until an issue has been resolved.
• Update company Knowledge base with technical documentation and solutions.
• Communication and collaboration on issues found in the Harvard user environment.
• Utilize Microsoft Autopilot to load new computer images on end user laptops and desktops.
• Help maintain and administer Microsoft Intune environment and devices in endpoint manager.
• Work within our RMM software to monitor and resolve alerts found on user workstations.
• Deploy laptops, docking stations, desktops, monitors, printers, servers, and more.
• Provide support and deployment services for mobile devices and tablets.
• Follow all pre-established procedures and workflows documented in Confluence to complete work as expected.
• Provide manager with regular updates on recuring issues encountered in the user environment and help identify possible long-term solutions or improvements to reduce future problems.
• Respond to Urgent requests received through IT Escalation Phone line
• Other duties as assigned.

Requirements

Qualification:

• AA in IT related field or IT certification or 1 year of experience working in a technical environment.
• Experience installing, upgrading, and repairing desktops or laptops running MS operating systems.
• Experience with smart phones, tablets, and other technical equipment.
• Familiarity with data backup and system imaging.
• Knowledge of IT systems including servers, desktops, routers, switches, and firewalls.
• Working technical knowledge of current network protocols, operating systems, and standards
• Knowledge of and basic troubleshooting method for LAN communication over TCP/IP networks
• Ability to learn new or unfamiliar systems, software, hardware, and a passion for solving problems.
• Ability to deliver outstanding customer service and demonstrate professionalism while maintaining composure in stressful situations.
• Ability to conduct research into a wide range of computing issues as required.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Understanding of the organization’s goals and objectives.
• Self-motivated and directed.
• Keen attention to detail.
• Analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Ability to work independently and request support when appropriate and necessary.
• Excellent written and verbal communication skills

Benefits

Why you'll love it here?

• Free lunch meals, fruits, snacks, and beverages for employees assigned to onsite shifts.
• Access to an onsite gym with a complimentary professional fitness instructor.
• Weekly fitness activities and an annual fitness challenge with prizes of up to ₱70,000.
• Weekly employee engagement activities with prizes of up to ₱3,000.
• Free upskilling academy to support career growth and professional development.
• State-of-the-art office facilities and modern workstations.
• Access to employee amenities including sleeping quarters, game area, chat room, and shower rooms.
• Fun, collaborative, and employee-focused work environment.