IT HELPDESK SUPPORT SPECIALIST (MID-LEVEL)

Office-based inside Clark Freeport Zone, Pampanga – Old FPMI Building / New HOCB Building, J. Abad Santos Cr., Manunggal Street.

About the role

We are seeking a motivated, customer-oriented IT Helpdesk Support Specialist to provide technical assistance and support to our internal development team, ensuring the smooth operation of hardware, software, and other IT systems.

Responsibilities

• Provide first-level technical support and troubleshooting assistance to development team members via phone, email, ticketing system, or in person.
• Diagnose and resolve hardware, software, and network issues, including but not limited to desktops, laptops, printers, mobile devices, operating systems, and applications.
• Install, configure, and maintain software applications and development tools used by the development team, ensuring compatibility and optimal performance.
• Collaborate with the IT team to escalate and resolve complex technical issues in a timely manner; provide follow-up support and documentation as needed.
• Set up and configure new user accounts, permissions, and access rights according to company policies and procedures.
• Perform routine maintenance tasks such as software updates, patches, and system backups to ensure data integrity and security.
• Assist in the deployment and rollout of new hardware, software, and IT systems; provide training and support to end users as needed.
• Document technical procedures, troubleshooting steps, and solutions in the knowledge base for future reference and training purposes.
• Stay current with emerging technologies, trends, and best practices in IT support and development tools; provide recommendations for process improvements and system enhancements.
• Adhere to IT policies, standards, and guidelines; maintain confidentiality and security of sensitive information.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• 1–3 years of experience in an IT support or helpdesk role, preferably in a software development environment.
• Strong technical knowledge of desktop and laptop hardware, Windows and/or macOS operating systems, Microsoft Office Suite, and common software development tools (e.g., IDEs, version control systems).
• Familiarity with networking concepts, protocols, and troubleshooting techniques.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Customer service–oriented mindset with a focus on delivering high-quality support and solutions.
• Ability to prioritize tasks, manage time effectively, and work independently or as part of a team.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.

Schedule

Mid Shift or Graveyard Shift