IT Helpdesk Admin – Senior Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver technical assistance to end users regarding various computer hardware and software challenges.

• Diagnose and rectify issues related to computer hardware and software.

• Install and set up new hardware and software systems.

• Offer support for Active Directory, which includes creating and managing user accounts, groups, and permissions.

• Provide Citrix support, addressing and resolving issues related to remote user sessions.

• Adhere to standard documented Help Desk procedures and update those procedures as directed by the team.

• Diligently log all Help Desk communications utilizing Helpdesk ITSM tools.

• Escalate issues as necessary to the appropriate escalation points.

• Facilitate training sessions for end users on computer hardware and software.

• Operate both independently and collaboratively within a team environment.

• Effectively communicate with both technical and non-technical audiences.

⛳️ Requirements

• Bachelor’s degree in computer science or a similar field.

• Over 2 years of experience in desktop support or a related discipline.

• Strong understanding of computer hardware and software.

• Exceptional troubleshooting and problem-solving abilities.

• Outstanding communication skills.

• Capability to work independently and collaboratively within a team.

• Willingness to work in shifting schedules, including night shifts.

• High school diploma or equivalent; an associate degree or technical certification is a plus.

• At least 1 year of experience in a help desk, desktop support, or IT support position.

• Proficient in Windows 10/11.

• Basic knowledge of Microsoft 365 (Outlook, Teams).

• Familiarity with Active Directory fundamentals (password resets, account unlocks).

• Basic understanding of networking concepts: DHCP, DNS, file/printer sharing.

• A clear communicator with a professional and patient demeanor.

• Ability to manage multiple requests and prioritize tasks effectively.

• Must be willing to work night shift schedules (US hours) and during public holidays.

• Must be able to work in Alabang, Muntinlupa when office operations resume (currently temporary work from home).

🏝️ Benefits

• Health insurance

• Paid time off

• Remote work options