Technical Support Desktop

Work Setup and Location: On-Site, Arayat st., Mandaluyong, Metro Manila

Work Schedule: Morning or Mid-Shift, Monday-Friday (8-hour shift only)

Experience Level: 3-5 years

No. of employees required: 1

About the Role:

We are looking for a skilled Technical Support Desktop professional to provide essential technical support to end users across the organization. As a Desktop Support Specialist, you will be responsible for troubleshooting, maintaining, and repairing desktop computers, peripherals, and software. You will ensure that all IT systems are operational, allowing users to work efficiently and securely.

Key Responsibilities:

Desktop Support and Troubleshooting

• Provide on-site and remote support for desktop users experiencing issues with hardware, software, and peripherals.
• Troubleshoot and resolve a wide range of issues, including operating system errors, application crashes, printer malfunctions, and network connectivity issues.
• Diagnose and fix hardware problems, such as faulty desktops, laptops, monitors, keyboards, and other IT equipment.
• Assist in the setup, configuration, and deployment of new workstations, including the installation of necessary software and system configurations.
• Manage and resolve service tickets using the company's IT support ticketing system, ensuring timely responses and resolution of issues.

Software and Application Support

• Assist users with installing, configuring, and troubleshooting a variety of software applications, including Microsoft Office Suite, web browsers, email clients, and custom enterprise applications.
• Provide support for remote desktop and virtual desktop solutions, ensuring users have access to applications and data while working remotely.
• Install and update software patches, updates, and security fixes to ensure that user machines are secure and compliant with internal policies.

System Setup and Configuration

• Perform routine setups, configurations, and updates for desktop systems, including operating system installation (Windows, macOS) and software deployment.
• Support system imaging, configuring and deploying desktop images, and ensuring that machines are properly set up for use.
• Assist with device setup, including desktops, laptops, mobile devices, and printers, ensuring that all users have access to the necessary tools.

Hardware Management and Maintenance

• Monitor the health and performance of desktop hardware, ensuring that all equipment is functioning correctly and efficiently.
• Troubleshoot hardware issues, repair or replace faulty components, and escalate more complex issues to higher-level support teams.
• Maintain inventory and asset management of desktop equipment, including hardware, peripherals, and accessories.
• Perform regular audits of desktop systems and software to ensure compliance with company policies and licensing agreements.

Network Connectivity and Support

• Provide assistance with network connectivity issues, including troubleshooting Wi-Fi, VPN, and LAN access for desktop users.
• Assist users with connecting to shared resources such as printers, file servers, and network drives.
• Work with the network team to troubleshoot issues related to the corporate network, including internet connectivity and internal network performance.

Security and Compliance

• Assist in maintaining desktop security by ensuring devices are up to date with the latest security patches and antivirus software.
• Monitor and enforce company security policies, including password management and encryption standards for desktop systems.
• Support IT security initiatives, such as data encryption, secure configurations, and user account management.
• Perform regular scans for vulnerabilities and assist with resolving potential security risks related to desktops.

Documentation and Reporting

• Document all issues and resolutions in the IT support ticketing system, providing detailed descriptions of problems and actions taken.
• Maintain an up-to-date knowledge base of common desktop support issues and solutions to enable faster troubleshooting and issue resolution.
• Prepare reports on desktop performance, usage, and support trends to identify recurring issues and suggest improvements.

User Training and Guidance

• Provide guidance and basic training to end users on how to effectively use desktop hardware and software applications.
• Assist with onboarding new employees by setting up their desktop systems and providing them with necessary training.
• Educate users on IT best practices, including safe browsing, password security, and how to report IT issues.

Requirements

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent technical training/certifications.
• Experience:
• 1-3 years of experience in desktop support or technical support roles.
• Hands-on experience supporting Windows and/or macOS operating systems.
• Familiarity with IT support tools and ticketing systems (e.g., ServiceNow, Zendesk, Jira).
• Experience with software and hardware troubleshooting, including desktops, laptops, and peripherals.
• Basic understanding of networking concepts (Wi-Fi, VPN, LAN, etc.).
• Technical Skills:
• Proficiency in Windows OS (Windows 10 or later), macOS, and common productivity software (e.g., Microsoft Office Suite, email clients, web browsers).
• Knowledge of desktop hardware, including troubleshooting and repair of components (RAM, hard drives, monitors, printers, etc.).
• Familiarity with remote desktop tools and virtual desktop infrastructure (VDI).
• Basic understanding of network protocols, including TCP/IP, DNS, DHCP.
• Experience with endpoint security tools (e.g., antivirus software, firewalls, and encryption).
• Soft Skills:
• Strong communication skills, with the ability to explain technical issues in simple terms.
• Excellent troubleshooting, problem-solving, and analytical abilities.
• Customer-service oriented with a positive, helpful attitude.
• Strong organizational skills and the ability to prioritize tasks effectively.
• Ability to work independently and as part of a team.
• Attention to detail, particularly when documenting issues and resolutions.
• Certifications (preferred):
• CompTIA A+, ITIL Foundation, or similar certifications in IT support.
• Microsoft Certified: Windows 10 or other relevant certifications.
• Apple Certified Support Professional (ACSP) for macOS support.