IT Help Desk Associate

Job Summary

DCTEC Technology Services Philippines, Inc. is seeking a technically capable, service-oriented, and dependable IT Help Desk Associate to join our team in San Jose del Monte.

As an IT Help Desk Associate, you will provide first-line technical assistance to users experiencing computer, software, account, connectivity, and workplace-technology issues. You will receive and document support requests, perform structured troubleshooting, resolve common technical problems, and escalate more complex incidents to the appropriate IT specialists.

You will work closely with IT support, service desk, systems, network, infrastructure, operations, and other technical teams to help maintain reliable day-to-day technology services and a positive user-support experience.

This position is suitable for candidates with experience in IT support, help desk, service desk, technical support, desktop support, computer troubleshooting, or similar environments. Fresh graduates with relevant IT or computer-related education and strong technical skills are also encouraged to apply.

What You'll Do

• Provide first-line technical support to users through telephone, email, chat, ticketing systems, and approved remote-support channels.
• Receive, document, categorise, and prioritise IT incidents and service requests.
• Troubleshoot common computer hardware, software, application, and operating-system issues.
• Assist users with Windows-based computers and common workplace applications.
• Support Microsoft 365, email, collaboration tools, and productivity applications.
• Assist with user accounts, password resets, permissions, authentication, and routine access issues.
• Troubleshoot basic LAN, Wi-Fi, VPN, internet, printer, and connectivity problems.
• Provide support for desktops, laptops, monitors, printers, and approved peripheral devices.
• Guide users through troubleshooting procedures clearly and professionally.
• Install or configure approved applications and software within assigned responsibilities.
• Monitor open support tickets and provide appropriate progress updates.
• Resolve routine technical incidents according to established procedures and knowledge resources.
• Escalate complex systems, networking, security, infrastructure, or application issues to the appropriate technical team.
• Coordinate technical cases with IT specialists, vendors, and authorised service providers where required.
• Maintain accurate ticket notes, troubleshooting records, and resolution information.
• Assist with preparation and configuration of computers for new users.
• Support routine employee onboarding and offboarding technology activities.
• Assist with IT asset inventories and equipment records.
• Help maintain troubleshooting guides, FAQs, and technical knowledge-base content.
• Identify recurring technical issues and communicate potential problems to senior technical colleagues.
• Support technology deployments, upgrades, and other IT initiatives where appropriate.
• Contribute to continuous improvement of help-desk processes and user experience.

Requirements

• Senior High School, vocational, diploma, college, or bachelor's-level education may be considered depending on technical skills and relevant experience.
• Fresh graduates with relevant IT or computer-related education are encouraged to apply.
• Education or training in Information Technology, Computer Science, Information Systems, Computer Engineering, Electronics, or a related technical field is advantageous.
• Previous experience in IT support, help desk, service desk, technical support, desktop support, or computer troubleshooting is preferred but not essential.
• Good understanding of computer hardware, software, and operating systems.
• Familiarity with Windows and common workplace applications.
• Basic familiarity with Microsoft 365 is advantageous.
• General understanding of LAN, Wi-Fi, TCP/IP, DNS, DHCP, VPN, or common connectivity concepts is helpful.
• Familiarity with user accounts, passwords, permissions, and access-management concepts is advantageous.
• Experience with ticketing, help-desk, ITSM, or remote-support tools is helpful but not required.
• Good technical troubleshooting and problem-solving abilities.
• Strong customer-service and interpersonal skills.
• Ability to explain technical information clearly to non-technical users.
• Good written and verbal communication skills.
• Strong attention to detail and accurate documentation abilities.
• Ability to manage multiple technical requests and changing priorities.
• Ability to recognise when an issue requires escalation.
• Willingness to learn new technologies, systems, and troubleshooting techniques.
• CompTIA, Microsoft, Cisco, ITIL, or similar entry-level certifications are advantageous but not required.
• Applicants who meet most, but not all, requirements are encouraged to apply.

Why Work With Us

• Build hands-on experience in IT help-desk and technical-support operations.
• Develop practical troubleshooting skills across hardware, software, accounts, applications, and connectivity.
• Gain experience with Microsoft technologies, workplace devices, and IT support platforms.
• Work with ticketing, remote-support, and IT service-management processes.
• Receive structured onboarding and opportunities for technical development.
• Collaborate with service-desk, systems, network, infrastructure, and operations professionals.
• Strengthen both technical and customer-service capabilities.
• Gain exposure to real-world IT incidents and service requests.
• Participate in technology deployments, upgrades, and support initiatives.
• Build transferable experience for progression into IT Service Desk Analyst, IT Support Specialist, Desktop Support Engineer, Technical Support Specialist, or Systems Support roles.
• Work within a collaborative, professional, and inclusive technology environment.

Pay: Php22,000.00 - Php32,000.00 per month

Benefits:

• Flexible schedule
• Free parking
• Health insurance
• Life insurance

Work Location: In person