IT HelpDesk Support

Job Title: IT HelpDesk Support

Location: Permanent WFH (Remote)

Role Type: Independent Contractor

Schedule: Night Shift | Monday–Friday (Pacific Time)

About the Role

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.

Key Responsibilities

• IT Ticket Management & HelpDesk Support
• 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.
• User Account Administration
• Assist with account setup, password resets, permissions, and access changes across systems and tools.
• Support secure and efficient user access management.
• System Monitoring & Maintenance Support
• Assist with routine system checks, updates, backups, and basic maintenance tasks.
• Help prevent issues before they impact operations and users.
• Documentation & Knowledge Management
• Maintain accurate documentation of tickets, system procedures, and recurring issues.
• Contribute to internal knowledge bases and self-service resources for end users.
• End-User Support & Customer Service
• Provide clear, professional, and supportive assistance to users.
• Explain technical concepts in simple terms and maintain a service-oriented mindset.

Required Skills & Qualifications

• Strong communication skills and customer service orientation
• Ability to work US business hours (night shift Philippine time)
• Technical troubleshooting and systems knowledge:
• 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

Preferred / Nice-to-Have Skills

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

Key Performance Indicators (KPIs)

• First Response Time: Initial response within SLA (15–30 mins for high priority, same business day for standard requests)
• Ticket Resolution Time: 90–95% of tickets resolved within SLA
• First Contact Resolution Rate: 70–80% or higher
• User Satisfaction Score (CSAT): Maintain 85% or higher

Impact on the Business

• Provides timely and effective IT support to minimize downtime
• Improves IT processes and documentation for consistent service delivery
• Contributes to a positive end-user experience through professional, proactive assistance