IT Specialist (Contract-Base)

About the role

As an IT Specialist at Access Healthcare Services Manila, Inc.', you will be responsible for providing technical support and assistance to our customers and employees. This full-time position is based in Taguig City Metro Manila and will involve troubleshooting hardware and software issues, configuring systems, and ensuring the smooth operation of our IT infrastructure.

End-User Support & Helpdesk

• Serve as the primary point of contact for all IT-related incidents and service requests from end users.

• Receive, log, and triage support tickets via the helpdesk ticketing system (e.g., ServiceNow, Freshdesk, or equivalent).

• Provide first-level troubleshooting for hardware, software, network connectivity, and peripheral issues.

• Assist users with password resets, account unlocks, and access provisioning requests.

• Deliver remote and desk-side support as needed, maintaining a professional and customer-focused demeanor.

• Ensure timely acknowledgement and resolution of tickets within defined SLA thresholds.

Hardware & Endpoint Management

• Perform basic setup, configuration, and deployment of desktops, laptops, printers, and peripherals.

• Conduct imaging and re-imaging of workstations in accordance with standard build configurations.

• Maintain an accurate inventory of IT hardware assets, including tracking asset tags and equipment assignments.

• Coordinate equipment repair or replacement with vendors or the IT procurement team.

• Support endpoint security compliance including antivirus installation, OS patch updates, and device encryption.

Network & Connectivity Support

• Troubleshoot basic LAN/WAN, Wi-Fi, and VPN connectivity issues reported by end users.

• Escalate network incidents to L2/L3 engineers or the network team when issues exceed L1 scope.

• Assist in monitoring network infrastructure using monitoring tools such as PRTG, SolarWinds, or ThousandEyes.

• Coordinate with ISP vendors for internet-related service disruptions and document incident details for RCA reporting.

Software & Application Support

• Install, configure, and update approved business applications on end-user devices.

• Troubleshoot issues with Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive, Excel, etc.).

• Support Citrix Virtual Desktop/Application issues including session resets and access troubleshooting.

• Assist with VPN client configuration and remote access setup for authorized users.

• Coordinate with software vendors or application owners for issues that require elevated access or licensing intervention.

Incident Management & Documentation

• Log all incidents, service requests, and resolutions in the ticketing system with complete and accurate details.

• Escalate unresolved incidents to L2 or L3 support teams with thorough documentation of steps taken.

• Assist in drafting incident reports, root cause analysis (RCA) documents, and post-incident summaries as required.

• Maintain a knowledge base of common issues and resolutions to improve team efficiency and reduce repeat incidents.

• Follow established change management procedures before making any changes to production systems.

Communication & Coordination

• Communicate clearly and professionally with end users, team members, and management regarding ticket status and resolutions.

• Coordinate with vendors, ISPs, and third-party service providers for hardware replacements, warranty claims, and service requests.

• Participate in team meetings, shift handover briefings, and IT operations updates.

• Assist in preparing status update emails and notifications for planned maintenance or service disruptions affecting end users.