Helpdesk Support

Essential Duties and Responsibilites:

  1. Provides front-line support and respond to requests for technical assistance in person, via phone, electronically for our managed services client
  2. Diagnose technical hardware and software issues
  3. Advise user on appropriate action
  4. Log all help desk interactions
  5. Redirect problems to appropriate resource
  6. Identify and escalate situations requiring urgent attention
  7. Track and route problems and requests and document resolutions
  8. Prioritize issues level of severity and fixing problems appropriately
  9. Prepare activity reports
  10. Performs basic network and system administration function such as setup, configures and installs IT infrastructure hardware such as PC, Server, and network appliance.
  11. Provide assistance in developing and maintaining standard policies and procedures
  12. Operations responsibilities include server backup and maintain equipment inventory
  13. Research questions using available information resources for better solutions, fine-tunes support processes for increase in efficiency
  14. Stay current with system information, changes and updates
  15. Other projects assigned on an as needed basis and may require occasional travel.
  16. Provides input to management for continued improvement of the Help Desk function
  17. Participate in roster 24×7 managed infrastructure monitoring in our NOC.


  1. Male or Female, max age 35 y.o
  2. A degree in CIS (Computer Information Systems) or a related field a definite plus but not required.
  3. Previous working experience is preferred but fresh graduates are also welcome.
  4. Solid knowledge of PC hardware and software
  5. Experience setting-up PC’s with all versions of Windows
  6. Basic to intermediate knowledge of TCP/IP and networking
  7. Basic to intermediate knowledge of Server operating system
  8. Good communication skills and can work in a team environment
  9. Customer service oriented.
  10. Good problem analysis and problem solving skill
  11. Organization skills a definite plus.
  12. Microsoft, Cisco, and Linux/Unix certification is a definite plus.
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