Desktop Support Tech II

The IT Helpdesk Support Technician II plays a critical role in providing advanced technical support for IT systems applications and infrastructure. This position involves diagnosing and resolving complex hardware software and network issues ensuring smooth operations for end users. The ideal candidate will implement IT service management (ITSM) best practices work with cross-functional teams and contribute to continuous improvement efforts within the organization

• Provide onsitehands-onhelpdesk and desk side service in theCebuoffice location.

• Provide support for the onsite Executives and ExecutiveAssistants as well asvisiting Executives when in the office.

• Provide advanced technical support for complex IT systems applications and infrastructure.

• Monitor theHD-Philippinessupport queue and resolve tickets within predefined SLAs.

• Image and configure Windows and Mac devices for onboarding ensuring they aredomain accessible.

• Manage IT inventory including new returned and remote work assets.

• Support vulnerability remediation on end-user machines.

• Monitor the lifecycle of IT assetsassistingwith E-waste disposal and corporate social responsibility (CSR) activities.

• Troubleshoot and configure network connections desktops peripherals and printers.

• Provide advanced troubleshooting for LAN and wireless network issues.

• Handle and resolve issues related to A/V equipment (e.g. Polycom devices) in meeting rooms and other spaces.

• Manage non-working hardware and accessories byloggingsupport cases with vendors and ensuring replacements are processed under warranty.

• Knowledge of Active Directory (AD) O365 DHCP and DNS.

• Use a structured approach and diagnostic tools to troubleshoot hardware software and network issues.

• ITSM practices including incidentproblem and change management.

• Develop andmaintaintechnical documentation knowledge base articles and troubleshooting guides.

• Collaborate with cross-functional teams toidentifyand resolve recurring technical issues.

• Assistin testingnew technologiesand tools to enhance support efficiency.

• Contribute to technical training programs for end users and IT staff.

• Bachelors degree in information technology Computer Science or related field (preferred).

• Certifications such as CompTIA A Microsoft Certified: Modern Desktop Administrator Associate or VMware Certified Professional (VCP) areadvantageous.

• Proven experience in technical support roles with a strong understanding of hardware software networking and IT systems.

• Proficient in ITSM practices including incident problem and change management.

• Strong analytical and problem-solving skills for diagnosing complex technical issues.

• Ability to develop clear and concise technical documentation and guides.

• Excellent communication skills able to convey technical concepts to non-technical users.

• Experience mentoring junior staff and collaborating with cross-functional teams.

Required Knowledge:

• Advanced understanding of computer hardware software and networking.

• Experience with troubleshooting tools and diagnostic software.

• Familiarity with database management and server administration.

• Knowledge of virtualization technologies (e.g. VMware Hyper-V).

• Strong technical writing and documentation skills.