IT Helpdesk Specialist

As an IT Help Desk Specialist, you are responsible for providing technical support and assistance to customers both on the phone and in person. In addition, you are to perform troubleshooting on company systems and software through diagnostic techniques and determine the best solution based on the issue and details provided. Also, as an IT Help Desk Specialist also contribute to ensuring cyber security through the appropriate monitoring of systems and software

Company Profile:

Our client is a US-based land asset management and global real estate investment company focused on pre-development land in the path of growth. Founded in 1979 and with more than 45 years of experience, they currently manage US $3.33 billion of real estate assets on behalf of investors from more than 83 countries.

Due to their continued success, they are looking to expand their IT team in the Philippines and are seeking a passionate and autonomous IT Helpdesk Specialist who will be part of their growing team. This is an excellent career move for someone who wants to join a company with a clear vision and direction and promotes a culture of teamwork and healthy working relationships between employees and the leadership team.

Duties and Responsibilities:

• Provide in-person or over the phone technical assistance and support for incoming queries and issues related to equipment, software, and hardware.

• Provide on-the-spot and remote training to computer users when necessary.

• Oversee daily performance of computer systems and printers throughout the Walton office network and remote offices.

• Respond timely to calls and e-mail messages from those seeking help.

• Ask questions to help identify and resolve computer problems. • Walk Walton employees through problemsolving process(es).

• Install, modify, clean, and/or repair computer hardware and software as needed.

• Run diagnostic programs to resolve problems.

• Follow up with Walton employees to ensure issue(s) have been resolved.

• Assist in resolving/troubleshooting technical problems with Networks, Internet access, and other systems and applications.

• Install/troubleshoot computer peripherals for users.

• Log feedback from Walton employees about computer usage issues and help desk experience.

• Update existing documentation or create new documentation for systems, processes, and applications.

• Contact vendors to open support tickets when necessary.

• Ensure cyber security through monitoring mobile device management systems; managing security policies and password settings; monitoring anti-virus applications and OS updates for computers and mobile devices, resetting passwords and modifying Office 365 email accounts.

• Render support to instructors, facilitators and employees by providing them with proper equipment for conference rooms, ensure to set up AV equipment before webinars, and maintain AV equipment in training conference rooms.

Requirements

Must-have Skills/Qualification:

• A minimum of 3-5 years as an IT Help Desk Technician or similar role

• Advanced knowledge in PC, Mac, iOS and Android mobile devices.

• Intermediate, working knowledge of IT security.

• In-depth knowledge of computer systems.

• Hands on experience with diagnosing and resolving basic technical issues.

• Excellent communication and interpersonal skills.

• Experience working with Active Directory and Azure AD.

• Experience with Office365 administration.

• Experience with web conferencing technology.

• Strong understanding of cultural competency.

• Preference for working in organizations that place priority on teamwork and collaboration.

• Strong computer skills, along with knowledge of Microsoft Office (Word, Excel, PowerPoint), SharePoint, OneDrive, and traditional office products (copiers, printers, scanners fax machines, etc.).

• Strong aptitude for computer, data, and internet processing.

• Ability to work under pressure, to meet deadlines, and to multi-task effectively.

• Listens and seeks clarification; responds professionally and positively to questions.

• Ability to meticulously document, organize, and follow processes, fixes, solutions, and alternatives.

Advantageous:

• Bachelor’s Degree in Information Technology, Science or Engineering

• Proficiency with Network Equipment such as Routers, Switches, and Firewalls

Benefits

• Full-time regular employment through the company’s EOR company

• Government-Mandated Benefits – Social Security, Philhealth, Pag-Ibig

• 13th Month Pay – Guaranteed/Prorated

• 15 Vacation Leaves per annum (Day 1)

• 10 Sick Leaves per annum - (Day 1)

• HMO Health Insurance

• Annual salary increase based on individual and company performance.

• Company-funded training and certifications (as long as it’s beneficial to the company)

• Equipment will be provided.