IT Support Specialist Angeles Site with 25% Differential Pay!

Connext Global Solutions Inc; Philippines; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Competitive compensation

Perfect Attendance Bonus

Life insurance

HMO Insurance

Great company culture

25% Night Differential

Job summary

Connext is seeking an IT Support Specialist to join the team supporting a client in the United States. You will provide user support, troubleshoot issues, and act as the first point of contact for end users with technology questions.

Key requirements include a bachelor’s degree in information technology or related field and at least one year of IT support experience. Proficiency with Microsoft 365 applications is expected, along with strong customer service skills.

Qualifications

• Bachelor's degree in information technology or an equivalent combination of education, training, and relevant experience.
• Minimum of one year of experience in IT support or help desk operations.
• Experience with Microsoft 365 applications.

Responsibilities

• Provide user support and customer service on firm-supported applications and platforms.
• Be the first contact for end users with technology-related problems and troubleshoot.
• Diagnose and resolve hardware and software issues, using remote access when needed.
• Respond to technical assistance requests by phone or email and document actions.
• Develop working knowledge of firm software like CCH and Caseware as part of daily duties.
• Follow standard help desk procedures and manage tickets using appropriate software.

Skills

Customer service

Troubleshooting

Help desk

Education

Bachelor's degree in information technology or related field

Tools

Microsoft 365 applications

Job description

Req ID: 5238
Connext is a dedicated team of business process outsourcing experts and innovators, with experience in supporting world-class companies in Title and Escrow, Healthcare, Produce Distribution, Retail and Fashion, Design Consulting, and Finance.

We are currently looking for a IT Support Specialist who will be working with Connext's Client in the United States of America.

What's in it for you?

• Competitive compensation
• Perfect Attendance Bonus
• Life insurance
• HMO Insurance
• Great company culture
• 25% Night Differential

What is the job?

The IT Support Specialist will be responsible to provide user support and customer service on firm-supported computer applications and platforms, serve as first point of contact for end users experiencing technology-related problems, troubleshoot problems and advise on the appropriate action.

Responsibilities:

• Develop and maintain a working knowledge of the functionality and use of the firm’s current software applications, including CCH and Caseware as part of daily responsibilities.
• Respond to requests for technical assistance by phone or email. Develop the ability to independently resolve most requests and document the procedures performed.
• Diagnose and resolve hardware and software issues, utilizing remote access software when necessary.
• Research questions using available information resources, including providing technical resources for internal software.
• Provide guidance to users for appropriate actions in response to technical issues or queries.
• Follow standard help desk procedures, potentially using help desk software for centralized ticket management.
• Redirect problems to the correct resource, contacting vendors or escalating to in-office IT as needed.
• Identify and elevate situations requiring urgent attention to the IT Manager.
• Inform management of recurring problems.
• Stay current with system information, changes, and updates.
• Assist in overseeing information security training program, managing it in the cloud with provided permissions.
• Assist in periodic maintenance of IT component inventory using Asset Management software.
• Triage and document help desk tickets, gather missing information, apply appropriate categories and priorities, and elevate matters requiring specialized or elevated support. Keep the IT Manager informed of recurring issues and emerging trends.
• Maintain IT asset, software, vendor, renewal, and access-review records; reconcile source data and report missing, duplicate, obsolete, or inconsistent information.
• Support security awareness, user access reviews, termination verification, vendor security documentation, and recurring operational and security reporting, subject to management review.
• Maintain IT procedures, knowledge base articles, retention inventories, meeting materials, action logs, and supporting evidence using approved templates and standards.
• Perform duties using assigned accounts and approved permissions; do not independently modify access, deploy software, change security configurations, remediate vulnerabilities, or alter production systems.
• Other duties as assigned.

Qualifications:

• Bachelor's degree in information technology or a related field, or an equivalent combination of education, training, and relevant experience.
• Minimum of one (1) year of experience in IT support, help desk operations, IT administration, asset or software inventory management, or a related role.
• Experience in Microsoft 365 applications.