IT Specialist (Level 1 Help Desk Technician)

Talent Bridging; Philippines; Remote; PHP 240,000 - 360,000; Full time

Job summary

Talent Bridging is seeking a motivated Level 1 Help Desk Technician to provide frontline IT support for end-users in a Managed Service Provider environment. The role covers troubleshooting hardware, software, network, and Microsoft 365 issues, with emphasis on strong communication and ticketing discipline.

Ideal candidates have at least 6 months in IT support, familiarity with Windows, AD, and M365, and a willingness to learn.

Qualifications

• At least 6 months of IT Support, Technical Support, or Help Desk experience.
• MSP experience is a strong advantage.
• Basic networking concepts and Windows, M365, and AD familiarity.
• Experience with IT ticketing systems and support workflows.

Responsibilities

• Provide Level 1 technical support to end-users via designated channels.
• Diagnose and troubleshoot hardware, software, network, and application issues.
• Assist with Windows OS, Microsoft 365, and account issues.
• Perform basic connectivity, login, email, printer, and workstation support.
• Escalate complex issues to Level 2 or appropriate teams.
• Receive, monitor, document, and manage IT support tickets.
• Ensure issues are resolved within SLAs and follow up with users.
• Maintain documentation of issues, steps, and resolutions.
• Communicate effectively with technical and non-technical users.

Skills

Windows OS

Microsoft 365

Active Directory

Networking basics

Help desk

Ticketing systems

Customer service

Remote teamwork

Tools

MS Office

Job description

IT Specialist (Level 1 Help Desk Technician)

Overview:

We are looking for a motivated and customer-focused Level 1 Help Desk Technician to provide technical support to end-users and assist in maintaining reliable IT operations for a Managed Service Provider (MSP). The ideal candidate should have a solid foundational understanding of IT troubleshooting, networking concepts, Windows operating systems, Microsoft 365, and Active Directory. This role will serve as the first point of contact for technical support requests, requiring the ability to diagnose common technical issues, manage support tickets, and provide timely resolutions. Candidates with previous MSP experience will have an advantage. Experience supporting healthcare organizations and familiarity with HIPAA compliance are also preferred.

Key Responsibilities:

Technical Support and Troubleshooting

• Provide Level 1 technical support to end-users through designated support channels.
• Diagnose and troubleshoot common hardware, software, network, and applicationrelated issues.
• Assist users with Windows operating system concerns, Microsoft 365 applications, and account-related issues.
• Perform basic troubleshooting for connectivity, login, email, printer, and workstation issues.
• Escalate complex or unresolved technical issues to Level 2 technicians or the appropriate technical team.

Help Desk and Ticket Management

• Receive, monitor, document, and manage incoming IT support tickets.
• Respond to support requests promptly and ensure issues are resolved within established service-level agreements (SLAs).
• Prioritize tickets based on urgency, business impact, and established escalation procedures.
• Maintain accurate documentation of reported issues, troubleshooting steps, and resolutions.
• Follow up with users to confirm that reported issues have been successfully resolved.

Systems and User Administration

• Provide basic support for Microsoft 365 environments.
• Assist with Active Directory user account management and access-related issues.
• Support Windows-based workstations and user environments.
• Assist with basic password resets, account troubleshooting and permissions-related requests, following established procedures.

Customer Service and Communication

• Deliver professional, friendly and responsive technical support.
• Communicate technical information clearly to both technical and non-technical users.
• Maintain a customer-focused approach when handling inquiries and technical concerns.
• Manage multiple support requests while maintaining service quality and accuracy.

Documentation and Continuous Improvement

• Maintain organized records of technical issues, troubleshooting procedures, and resolutions.
• Follow internal IT support policies, procedures, and escalation protocols.
• Identify recurring technical issues and communicate potential improvements to the team.
• Continuously develop technical knowledge and stay updated on relevant IT tools and technologies.

Qualifications and Requirements:

Technical Requirements

• At least 6 months of experience in IT Support, Technical Support, or Help Desk Support.
• Previous experience working with a Managed Service Provider (MSP) is a strong advantage.
• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and connectivity troubleshooting.
• Familiarity with:
  – Windows Operating Systems
  – Microsoft 365
  – Active Directory
• Basic knowledge of computer hardware, software installation and troubleshooting.
• Understanding of help desk ticketing systems and IT support workflows.

Core Competencies

• Strong problem-solving and analytical skills.
• Excellent verbal and written English communication skills.
• Strong customer service and interpersonal skills.
• Ability to manage multiple support tickets and prioritize tasks effectively.
• Strong attention to detail and documentation skills.
• Ability to work independently and collaboratively in a remote team environment.
• Willingness to learn new technologies and continuously improve technical skills.

Preferred Qualifications:

• Previous experience supporting healthcare organizations or medical practices.
• Familiarity with HIPAA compliance and handling sensitive healthcare information.
• Experience working in an SLA-driven IT support environment.
• Exposure to remote monitoring and management (RMM) tools and professional services automation (PSA) platforms.

Performance Expectations and Success Measures:

The successful candidate will be evaluated based on the following:

• Ticket Response Time: Respond to incoming support requests promptly and within established SLAs.
• First-Level Resolution Rate: Resolve common technical issues independently without unnecessary escalation.
• Ticket Management: Maintain accurate, complete and up-to-date ticket documentation.
• Customer Satisfaction: Deliver professional and helpful support, resulting in positive user feedback.
• Escalation Management: Recognize issues beyond Level 1 scope and elevate them appropriately.
• Technical Proficiency: Demonstrate continuous improvement in Windows, Microsoft 365, Active Directory and basic networking.
• Productivity and Reliability: Consistently manage assigned tickets and meet established performance expectations.