ROLE SUMMARY

The Helpdesk Technician is the foundation of the IT Department; you start work every morning prepared to handle anything that might be thrown at you. You are an excellent communicator and can easily translate ‘tech speak’ to our end users. You understand our SaaS and Network environment and demonstrate a willingness to learn and apply new technology, showing evidence of an advanced technical aptitude. As a helpdesk technician, you have a varied role, which is centered on maintaining technologies, providing IT support, troubleshooting, and identifying solutions.

SCHEDULE: 6 AM – 3 PM Philippine Local Time, Follows Philippine Holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS

·       Handle IT asset management, storage, tracking, inventory, and equipment distribution, both in-person and shipping

·       Act as the primary owner of the Helpdesk and responsible for ticket pickup/closure SLA

·       Interact with the IT Department and other teams to assist in troubleshooting, identify root cause, and provide technical support when needed

·       Install, configure, and upgrade client software and operating systems

·       Perform recurring tasks including user account setup, systems backup, and maintenance

·       Document all break/fix issues and final resolutions continuously

·       Handle general user administration, including account creation, account unlocks, permissions, and system access

·       Escalate issues to Tier 2 when all troubleshooting has been exhausted

QUALIFICATIONS

·       Associates degree in Information Technology or equivalent experience preferred

·       2 years of directly relevant work experience

·       A+, Network+, or MCTS certifications preferred

·       Security+, CASP, or CISSP certifications preferred, or other cybersecurity experience highly preferred

·       Experience as a Salesforce Administrator, certified Salesforce Administrator preferred

·       Prior experience with Citrix Sharefile, DocuSign, and Nextiva preferred

·       A solid understanding of Microsoft Azure and Office 365 administration and configuration

·       A solid understanding of the fundamentals of AD/DNS/DHCP and the role these services play in a network

·       Great interpersonal skills, equally happy working alone on a project or interacting with internal customers to resolve their issues

·       Expert-level knowledge of Microsoft Windows and Office 365

·       Excellent time management; can work autonomously, take initiative, and multi-task

·       Ability to thrive in a fast-changing environment that introduces new systems on a regular basis

·       Ability to work in an autonomous environment where you can be a self-directed, independent worker

·       Ability to create an inclusive workplace where everyone feels a sense of belonging by empowering all our employees to speak up, ask questions, and be seen