IT Helpdesk Specialist

Want to help make a difference?

CIIT seeks to revolutionize Philippine education by putting industry-based + student-centered learning + affordable in the same sentence. We are looking for awesome people with a passion for sharing knowledge and empowering others to turn their own passions into a career. It also means working with others who have similar goals, a team with a shared desire to innovate in the education space, and non-traditional management that is committed to pushing boundaries in order to close the skill gap between education and industry. Help us in building the future of Philippine Education.

Instructions for Applying

1. Prepare your resume in .doc or .pdf format


2. Prepare your letter of application/cover letter 


3. Click on the "Apply for this Job" button


4. Fill up the form with relevant personal details


5. Upload your resume/curriculum vitae and cover letter in the corresponding field


6. Answer the qualifying questions completely
   


7. Hit the "Submit Application" button

Note: Incomplete requirements will not be processed. Once every task has been completed, please wait for approximately 2-3 working days to receive an update on your application.

Qualifications:

• Bachelor’s degree in information technology, Computer Science, or related field (or equivalent work experience)


• At least 1–3 years of experience in IT support or helpdesk environments


• Familiarity with hardware components, operating systems (Windows/macOS), and enterprise applications


• Excellent troubleshooting, communication, and customer service skills


• Strong organizational and record-keeping abilities

Responsibilities:

Service Request & Incident Handling

• Receive, log, and manage IT service requests and incidents through the helpdesk system.


• Act as the first point of contact for users requiring technical assistance.

Level 1 Technical Support

• Provide initial troubleshooting and resolution for common issues related to end-user devices (desktops, laptops, peripherals); Software applications; User access and account-related concerns.

Ticket Management

• Accurately document all incidents and service requests.


• Classify, categorize, and prioritize tickets based on impact and urgency.


• Ensure timely updates and proper closure of support tickets.

Escalation Management

• Identify issues that cannot be resolved at Level 1.


• Escalate complex or unresolved cases to IT Support Specialists and Systems & Network Group.


• Follow established IT service management (ITSM) procedures for escalation.
  

User Support & Communication

• Provide clear guidance and updates to users regarding their requests.


• Maintain a professional and customer-focused approach in all interactions.

Compliance with IT Policies

• Adhere strictly to institutional IT policies, standards, and procedures.


• Ensure all actions align with approved IT governance frameworks.

Documentation & Knowledge Contribution

• Maintain accurate records of issues and resolutions.


• Contribute to knowledge base articles for recurring issues.