IT Support Specialist (Open to Fresh Graduates with Internship Experience)
hammerjack Angeles Full-time
Role: IT Support Specialist
Location: Angeles Pampanga | Full Onsite (Monday to Friday)
JOB OVERVIEW
The IT Support Specialist serves as the first point of contact for technical issues raised by internal users and clients. This role is responsible for troubleshooting IT incidents, resolving service requests, and escalating more complex issues when necessary.
The ideal candidate has a solid foundation in IT systems, strong communication skills, and a genuine passion for helping users resolve technical issues efficiently.
DUTIES AND RESPONSIBILITIES- Act as the first point of contact for all IT-related queries via phone, email, or ticketing system
- Log, track, and manage incidents and service requests using the company’s helpdesk software
- Diagnose and resolve basic technical issues, including:
- User accounts and passwords (Active Directory / Microsoft 365)
- Hardware setup and peripheral devices (laptops, monitors, printers)
- Email access, connectivity, and application support
- Network connectivity (Wi-Fi, VPN, basic routing)
- Provide remote and onsite support to end-users as needed
- Escalate unresolved or complex issues to Level 2 or Level 3 support with proper documentation
- Assist with new user onboarding, including device setup and access provisioning
- Maintain accurate documentation of issues, resolutions, and user feedback
- Contribute to knowledge base articles and support documentation for continuous improvement
- Degree, diploma, or certification in Information Technology, Computer Science, or a related field
- Open to fresh graduates with hands-on IT support experience (e.g., internships, OJT)
- 1–2 years of experience in IT helpdesk, desktop support, or customer service is an advantage
- Knowledge of Windows and macOS operating systems
- Familiarity with Microsoft 365, Active Directory, and basic networking concepts
- Strong communication, interpersonal, and problem-solving skills
- Customer-focused mindset with a proactive and helpful attitude
- Ability to multitask and prioritize effectively in a fast-paced environment
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