L1 IT Support Specialist – End-User Tech & Helpdesk

JoVE; Philippines; Hybrid; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Unlimited commissions on sales

Job summary

JoVE is seeking an experienced L1 IT Specialist to deliver responsive end‑user support across a distributed work environment. You will troubleshoot laptops, desktops, peripherals, software, user accounts, and connectivity, while documenting work and escalating complex issues as needed.

The ideal candidate has strong customer service, practical troubleshooting, attention to detail, and clear communication with both technical and non‑technical users.

Qualifications

• 3+ years of demonstrable experience in IT help desk, desktop support, deskside support, or a similar end‑user technical support role.
• Strong troubleshooting skills for laptops, desktops, operating systems, applications, peripherals, and common end‑user technology issues.
• Working knowledge of Windows 10/11 and macOS, with the ability to install, configure, update, and troubleshoot end‑user devices.
• Working knowledge of Microsoft 365 and Google Workspace applications and common collaboration tools.
• Ability to diagnose basic network and remote‑access issues involving Wi‑Fi, VPN, TCP/IP, DNS, and DHCP.

Responsibilities

• Provide Level 1 technical support to employees through the ticketing system, remote support channels, and hands‑on/deskside support when applicable.
• Troubleshoot and resolve common hardware, software, operating system, peripheral, printing, audio/video, and connectivity issues.
• Set up, configure, deploy, replace, and maintain laptops, desktops, monitors, mobile devices, printers, and other end‑user equipment.
• Diagnose basic network and connectivity issues, including Wi‑Fi, VPN, TCP/IP, DNS, and DHCP, and elevate infrastructure issues when required.
• Support employee onboarding and offboarding, including device preparation, account provisioning/deprovisioning, access changes, software installation, and equipment recovery.
• Log, prioritize, update, and resolve support tickets within established SLAs; maintain clear troubleshooting notes, resolution details, and escalation information.

Skills

Customer service

Troubleshooting

English communication

Documentation

Multi-tasking

Education

CS / IT degree or related

Tools

Google Admin Console

Microsoft 365 Admin Center

Slack Admin Console

Zendesk

Jira Service Management

ServiceNow

Google Workspace

Job description

JoVE is seeking an experienced L1 IT Specialist to deliver responsive end‑user support across a distributed work environment. You will troubleshoot laptops, desktops, peripherals, software, user accounts, and connectivity, while documenting work and escalating complex issues as needed.

The ideal candidate has strong customer service, practical troubleshooting, attention to detail, and clear communication with both technical and non‑technical users.