IT Support L1 (US Based Client)

Work Setup: 100% Onsite
Location: 19th Floor, CyberOne, Eastwood Ave, Bagumbayan, Quezon City, 1800 Metro Manila
Shift: Graveyard/Nightshift

Purpose:

Supports the administration of the clinic’s computer systems by completing special projects; troubleshooting complex hardware and software problems and administering network access, communications and security for end-users and groups in a complex network environment of Windows Ethernet local area network, intranet/internet, wireless and legacy systems.

Distinguishing Characteristics

The Systems Support Specialist is the first level of a two-level computer system support series. The Support Specialist is distinguished from the Senior Support Specialist, who has the added responsibility of supervising staff and day-to-day computer operations of a unit.

Essential Duties/Responsibilities:

• Provides end-user support for computer applications which include designing and generating various reports; creating back-up copies of data sources; and loading new data into systems.
• Write and maintain SOPs and Knowledge Base articles.
• Completes special computer projects to include researching and testing necessary products, making recommendations, developing standards, overseeing implementation, and documenting the processes.
• Monitors hardware, software, and telecommunications equipment to include installing and upgrading applications, configuring programs to meet end-user needs, troubleshooting issues, and reviewing usage reports.
• Manages Active Directory system to include adding and deleting users as necessary, assessing individual access needs, making system changes, and troubleshooting system access issues.
• Performs work during emergency/disaster situations.
• Other projects and responsibilities may be added at the supervisor’s discretion.

Position Specific Duties

Some positions may: serve as lead to staff to include assigning and monitoring work, providing direction, and training staff.

Other Duties:

• Involves typing, talking, hearing, seeing, and repetitive motions.
• Exerting up to 50 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or negligible amount of force constantly to move objects.
• Travel between clinic locations throughout the Wilmington area is required on a daily basis. The ability to work an “on-call” rotation involving being available to respond to telephone calls requesting assistance and/or physically responding to a clinic location during evening hours and weekends is required.
• Other Duties as assigned.

Qualifications:

Requirements:

• Bachelor’s Degree Computer Science or a related field
• Three years computer support experience that includes installation and troubleshooting, where one year was at a supervisory level
• or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above
• Valid NC Driver’s License
• CompTIA A+ Certification

Preferred:

• Bachelor’s Degree.
• CompTIA Network+ Certification.
• ITIL Foundation v4.
• Microsoft 365 Certified

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