L1 Desktop Support - 1700349
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Be Part of Our Next Chapter of Growth and Success!
We’re entering our next stage of growth, strengthening our onsite technology support, and building a workplace culture that values reliability, security and helpful service.
We’re hiring an L1 Desktop Support to be the first point of contact for all internal IT support requests, keeping our people productive with fast, friendly and accurate help with hardware, software and system access.
You’ll play a key role in helpdesk and first-line support, onsite infrastructure and asset management, user access and security, and coordination and communication, making sure every request is logged, tracked and resolved clearly and on time.
You will work closely with our Operations and People & Culture teams and our external IT support partner, supporting staff in person, by email and through our helpdesk ticketing system.
What You’ll Be Doing
As an L1 Desktop Support, you’ll support the business across helpdesk and first-line support, onsite infrastructure and asset management, user access and security, and coordination and communication.
Helpdesk & First-Line Support
We’re entering our next stage of growth, strengthening our onsite technology support, and building a workplace culture that values reliability, security and helpful service.
We’re hiring an L1 Desktop Support to be the first point of contact for all internal IT support requests, keeping our people productive with fast, friendly and accurate help with hardware, software and system access.
You’ll play a key role in helpdesk and first-line support, onsite infrastructure and asset management, user access and security, and coordination and communication, making sure every request is logged, tracked and resolved clearly and on time.
You will work closely with our Operations and People & Culture teams and our external IT support partner, supporting staff in person, by email and through our helpdesk ticketing system.
What You’ll Be Doing
As an L1 Desktop Support, you’ll support the business across helpdesk and first-line support, onsite infrastructure and asset management, user access and security, and coordination and communication.
Helpdesk & First-Line Support
- Act as the first point of contact for all internal IT support requests, in person, via email or through the helpdesk ticketing system
- Diagnose and resolve common hardware and software issues across desktops, laptops, monitors, peripherals, operating systems and business applications
- Log, track and follow up on all support tickets, escalating to our IT support partner where resolution requires Level 2 intervention
- Set up and configure workstations, user accounts and access credentials for new starters and transfers
- Perform routine checks on office hardware, including desktops, headsets, webcams, printers and network equipment
- Maintain accurate records of all IT assets, tracking device assignments, condition and lifecycle status
- Coordinate hardware repairs, replacements and procurement requests with the Operations team and our IT support partner
- Support onboarding and offboarding by provisioning and decommissioning equipment, accounts and system access in line with company procedures
- Manage user accounts, passwords and access permissions across internal platforms, including Microsoft 365 and our HRIS
- Reinforce good IT security practices with staff, including clean desk compliance, screen locking and safe credential management
- Identify and escalate suspected security incidents, data breaches or misuse in line with our IT Acceptable Use and Data Privacy policies
- Liaise with our IT support partner for remote support sessions, guiding staff through remote-support tool setup such as ScreenConnect where needed
- Keep end users updated clearly and promptly on the status and resolution of their requests
- Contribute to the internal Knowledge Base and document recurring issues and how-to guides for common requests
- Support the Operations and People & Culture teams with tech requirements for events, meetings and staff engagement activities
- Previous experience in IT helpdesk, desktop support or a similar first-line support role
- Hands-on ability to diagnose and resolve hardware and software issues across desktops, laptops, peripherals, operating systems and business applications
- Experience with a helpdesk ticketing system, including logging, tracking, following up and escalating tickets
- Working knowledge of Microsoft 365 user administration, including accounts, passwords and access permissions
- Experience setting up workstations and user accounts, and supporting onboarding and offboarding
- Understanding of IT security best practice and data privacy, with the judgement to spot and escalate suspected incidents
- Careful, organized record-keeping, particularly for IT asset tracking
- Clear, friendly communication with non-technical users, with a service-first attitude
- Ability to document recurring issues and write simple how-to guides
- Experience with remote support tools such as ScreenConnect is a plus
- Familiarity with network equipment, printers and office IT infrastructure is a plus
- Must be willing to work on morning, mid, or night shifts, depending on business requirements.
- Must be willing to work onsite in Angeles City, Pampanga
- Competitive salary and benefits
- A company that’s growing with stability, vision and momentum
- Fun, supportive and collaborative culture
- Great clients you’ll actually enjoy working with
- Clear focus on work-life balance
- Real career growth opportunities as the business expands
- Get covered from Day 1 with HMO benefits for you and up to 2 dependents