Help Desk/IT Support Specialist (Client-site)

Description

At Umpisa Inc., our mission is to make the Philippines be known globally as a tech hub. 

Umpisa Inc. is a progressive technology services company that partners with select industries, clients and people to work on pioneering and industry-changing solutions via digital transformation, modern software development and venture building.

We create a set of world-class and impactful products and solutions to help organizations and individuals live better lives. We offer demanding, challenging and rewarding careers in software development, product development, emerging technologies, and more for the right candidates.

Essential Skills:

• Aligns with our values: Excellence, Integrity, Professionalism, People Success, Customer Success, Fun, Innovation and Diversity
• Strong communication skills
• Strong problem solving and analytical skills
• Excellent problem-solving ability
• Would like to work as part of a self-organizing Scrum team in a scaled agile framework
• Must be a self-starter and loves to collaborate with the team and client

Job Summary 

We are looking for a dedicated and customer-focused Help Desk / IT Support Specialist to provide first-level technical support to internal users. The ideal candidate has at least 1 year of IT support experience but fresh graduates are welcome to apply, with strong troubleshooting skills, and a willingness to work onsite in the first few weeks of the project, with the opportunity to transition to a hybrid setup once trust and performance are established.

Key Responsibilities

• Provide first-line technical support for hardware, software, and network-related issues
• Quickly respond to support requests via ticketing system, email, chat, or phone
• Troubleshoot and resolve common IT issues (PCs, laptops, printers, applications, connectivity, etc.)
• Escalate complex issues to appropriate teams when necessary
• Document issues, resolutions, and procedures clearly and accurately
• Assist with user account setup, access management, and basic system administration
• Ensure timely and professional communication with end users
• Follow IT policies, security standards, and best practices
  

Requirements

• At least 1 year of experience in a Help Desk, IT Support, or similar role; fresh graduates are welcome to apply.
• Basic to intermediate knowledge of:
• Windows OS (and/or macOS)
• Microsoft 365 / Office applications
• Basic networking and troubleshooting
• Strong problem-solving and communication skills
• Customer-oriented mindset with attention to detail
• Ability to work independently and manage multiple support requests

Work Setup & Schedule

• In-person work required for the first few months
• Hybrid work arrangement may be offered once trust and reliability are established
• Shift schedule: EST (Eastern Standard Time) during the initial phase, Mid-Shift probably on Month 3 onwards
• Shift flexibility may be considered in the future based on performance and team needs

Nice to Have

• Experience with ticketing systems (e.g., Jira, ServiceNow, Zendesk, etc.)
• Basic knowledge of Active Directory or user access management
• IT-related certification is a plus but not required