Help Desk Specialist

An independent digital and physical bookstore dedicated to promoting Filipino authors and providing curated educational resources to students across the islands.

About Archipelago Book Hub

Archipelago Book Hub is an independent digital and physical bookstore dedicated to promoting Filipino authors and providing curated educational resources to students across the Philippines. We combine technology, books, and customer-focused services to make educational and literary resources more accessible to communities nationwide.

Position Overview

Archipelago Book Hub is looking for a qualified and service-oriented Help Desk Specialist to provide technical assistance to employees and users across our digital and physical operations. The successful candidate will troubleshoot hardware, software, network, account, and application issues while providing timely and professional technical support.

Key Responsibilities

• Provide first-level technical support through email, phone, chat, and help desk ticketing systems.
• Diagnose and resolve hardware, software, operating system, and connectivity issues.
• Install, configure, update, and maintain computers, printers, and other IT equipment.
• Support employees using email, Microsoft 365, Google Workspace, and other business applications.
• Troubleshoot point-of-sale, inventory, e-commerce, and bookstore-related technology systems when required.
• Manage user accounts, password resets, permissions, and access requests according to company policies.
• Record, prioritize, monitor, and resolve support tickets within established service levels.
• Escalate complex technical problems to senior IT personnel or external providers.
• Assist with employee onboarding and offboarding, including equipment setup and access management.
• Perform basic network troubleshooting involving Wi-Fi, LAN, VPN, DNS, and connectivity.
• Maintain accurate IT documentation, asset records, and troubleshooting guides.
• Identify recurring technical problems and recommend improvements.
• Assist users with cybersecurity awareness and safe technology practices.
• Maintain confidentiality of company, employee, customer, and business information.

Required Qualifications

• Bachelor’s degree, associate degree, diploma, or technical certification in Information Technology, Computer Science, Information Systems, or a related field.
• At least 2 years of experience in help desk, service desk, technical support, or IT support.
• Strong knowledge of Windows operating systems and common business applications.
• Experience troubleshooting computers, printers, peripherals, and basic network connectivity.
• Familiarity with Microsoft 365, Google Workspace, email, cloud applications, and collaboration tools.
• Experience using help desk or IT service-management ticketing systems.
• Basic understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and LAN technologies.
• Ability to troubleshoot user accounts, authentication, permissions, and access issues.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to explain technical information clearly to non-technical users.
• Strong customer-service and interpersonal skills.
• Excellent organization and time-management abilities.
• Ability to prioritize multiple technical support requests.
• High level of professionalism, reliability, and confidentiality.

Preferred Qualifications

• Experience with Active Directory or Microsoft Entra ID.
• CompTIA A+, Network+, Microsoft, ITIL, or similar certifications.
• Experience supporting e-commerce, retail, inventory, POS, or online ordering systems.
• Familiarity with cloud-based SaaS applications.
• Knowledge of endpoint management and remote-support tools.
• Basic cybersecurity and endpoint-security knowledge.
• Experience with IT asset management and inventory systems.
• Experience supporting multiple offices, retail locations, or distributed teams.
• Familiarity with digital publishing, bookstore, education, or content-management environments.

Core Competencies

• Technical troubleshooting
• Help desk and ticket management
• Hardware and software support
• Network troubleshooting
• Cloud application support
• User account management
• Customer service
• Problem solving
• Communication
• Documentation
• Time management
• Attention to detail
• Cybersecurity awareness
• Confidentiality

What We Offer

• PHP 200–280 per hour
• Professional and collaborative work environment
• Opportunity to support digital and physical bookstore operations
• Exposure to e-commerce and educational technology systems
• Technical learning and professional development opportunities
• Supportive and team-oriented workplace
• Opportunity to contribute to a mission supporting Filipino authors and learners

How to Apply

Interested candidates should submit an updated CV highlighting their IT support experience, technical certifications, help desk experience, troubleshooting abilities, and experience with business applications or retail technology.

Pay: Php200.00 - Php280.00 per hour

Benefits:

• Additional leave
• Company Christmas gift
• Flexible schedule
• Health insurance
• Life insurance
• Paid training
• Pay raise
• Promotion to permanent employee

Work Location: On the road