IT HelpDesk Support

Virtual Teammate

15h•Remote

About The Position

We are seeking a proactive IT HelpDesk Support Specialist to join our remote team. This role is responsible for providing Tier 1 IT support to end users, managing helpdesk tickets, and ensuring smooth and secure operations of IT systems. The ideal candidate combines technical troubleshooting skills with excellent communication and customer service abilities to deliver timely and effective support.

Requirements

Strong communication skills and customer service orientation
Ability to work US business hours (night shift Philippine time)
Operating systems (Windows, macOS)
Common business applications
Hardware and basic networking
Ticketing systems (e.g., Jira, Zendesk, Freshservice)
Attention to detail and security awareness
Strong understanding of access controls, security best practices, and accurate documentation

Nice To Haves

Experience with IT ticketing systems like ServiceNow or similar
Previous experience supporting remote teams or US clients

Responsibilities

Log, track, update, and resolve help desk tickets while maintaining detailed resolution notes.
Ensure accountability, transparency, and consistent service delivery.
Provide Tier 1 support including basic troubleshooting and IT assistance.
Assist with account setup, password resets, permissions, and access changes across systems and tools.
Support secure and efficient user access management.
Assist with routine system checks, updates, backups, and basic maintenance tasks.
Help prevent issues before they impact operations and users.
Maintain accurate documentation of tickets, system procedures, and recurring issues.
Contribute to internal knowledge bases and self-service resources for end users.
Provide clear, professional, and supportive assistance to users.
Explain technical concepts in simple terms and maintain a service-oriented mindset.