Service Desk Technician 1

• HMO Upon Hire
• With Night Differential
• Good Working Environment

Scope

The Service Desk Technician 1 supports the organization’s IT operations by delivering timely and effective technical support to internal users. This role contributes to business continuity and operational efficiency by ensuring that users’ technical issues are resolved or escalated promptly. It requires cross-functional collaboration with other IT teams, particularly infrastructure and system administration units.

Essential Responsibilities

• Provide first-level support to users via phone, email, or remote tools (e.g., Bomgar, Remote Desktop).  
• Respond to incidents and service requests, ensuring tickets are resolved within SLAs.  
• Troubleshoot and resolve basic hardware, software, and connectivity issues.  
• Issue, configure, and support laptops, desktops, mobile devices, and peripheral hardware.  
• Install and update software, patches, and operating system components.  
• Support Microsoft Windows OS and Microsoft 365 applications (Outlook, Word, Excel, Teams, etc.).  
• Manage user account provisioning, password resets, and access control.  
• Maintain asset records and support IT inventory audits.  
• Document issues and resolutions in the helpdesk ticketing system accurately.  
• Escalate complex issues to Level 2/3 support or vendors as appropriate.  
• Participate in onboarding/offboarding processes for end-users.  
• Perform routine system health checks and maintenance tasks.  
• Educate users on IT policies, security practices, and self-help resources.  
• Ensure compliance with company procedures and applicable regulations. 

Essential Skills 

Technical 

• Proficiency in Windows OS, Microsoft 365 Suite, and basic Active Directory functions.
• Familiarity with remote support tools and helpdesk ticketing systems.
• Basic networking knowledge (IP, DNS, DHCP, VPN).
• Ability to follow troubleshooting methodologies and escalation protocols.

Business and Management 

• Strong time-management and organizational skills. 
• Ability to follow standardized workflows and contribute to process improvements. 
• Basic understanding of IT service management (ITSM) and documentation standards. 

Interpersonal 

• Effective written and verbal communication skills. 
• Team-oriented mindset with the ability to collaborate across departments. 
• Professional demeanor and a service-focused approach when dealing with users. 

Personal 

• Attention to detail and accountability in task execution. 
• High level of initiative and a proactive attitude toward learning. 
• Adaptability in a fast-paced, shift-based environment. 

Qualifications 

• 1–3 years of experience as a service desk or technical support technician (preferably supporting US-based clients). 
• Associate or Bachelor’s degree in Computer Science, Information Technology, or related field. 
• CompTIA A+, Network+, or similar certifications preferred. 
• Strong command of English (spoken and written). 
• Familiarity with ITIL practices is a plus. 

Other Benefits and Perks

• Paid training
• 10% Night differential pay
• HMO coverage at day 1
• Monthly Team Engagement Activities
• Twice a year team building activity
• Monthly Loyalty Bonus effective 1st Anniversary
• 15 leave credits per year (Usable upon regularization)
• Additional 4 leave credits + 1 birthday leave at 1 year
• Milestone bonuses and additional paid leave at key tenure milestones