IT Helpdesk Support Specialist Mid Level (Onsite-Pampanga)

RESPONSIBILITIES : Technical Support :

Respond to and resolve technical support requests via phone, email, chat, or in person.

Diagnose and troubleshoot issues related to hardware, software, and network connectivity.

Provide guidance on the use of IT systems, tools, and applications.

Ticket Management :

Log, update, and track support tickets using a helpdesk system.

Escalate unresolved issues to higher-level support teams or external vendors as needed.

Ensure all tickets are resolved within defined Service Level Agreements (SLAs).

System Maintenance and Configuration :

Install, configure, and maintain desktops, laptops, printers, and other peripherals.

Perform regular software updates, patches, and system checks.

Support the onboarding process by setting up user accounts and devices.

Network and Security Support :

Assist users with VPN connectivity, wireless access, and remote desktop configurations.

Identify and report potential security incidents, such as phishing attempts or malware infections.

Documentation and Training :

Create and update user guides, FAQs, and technical documentation.

Conduct basic IT training for employees on common tools and best practices.