eClerx

IT Helpdesk Admin – Senior Analyst

eClerx

full-time

Posted on:

Location Type: Remote

Location: Philippines

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Job Level

Senior

Tech Stack

CitrixDNSITSM

About the role

  • Provide technical support to end users on a variety of computer hardware and software issues.
  • Troubleshoot and resolve problems with computer hardware and software.
  • Install and configure new hardware and software.
  • Provide Active Directory support, including creating and managing user accounts, groups, and permissions.
  • Provide Citrix support, including troubleshooting and resolving issues with remote user sessions.
  • Follow standard documented Help Desk operating procedures and update procedures when directed by team.
  • Accurately log all Help Desk communications using the Helpdesk ITSM tools.
  • Escalate issues as necessary to appropriate escalation points.
  • Provide training to end users on computer hardware and software.
  • Work independently and as part of a team.
  • Communicate effectively with both technical and non-technical audiences.

Requirements

  • Bachelor's degree in computer science or a related field.
  • 2+ years of experience in desktop support or a related field.
  • Strong knowledge of computer hardware and software.
  • Excellent troubleshooting and problem-solving skills.
  • Excellent communication skills.
  • Ability to work independently and as part of a team.
  • Must be willing to work in shifting schedules, including graveyard shifts.
  • High school diploma or equivalent; associate degree or technical certification a plus
  • 1+ year of experience in a help desk, desktop support, or IT support role
  • Working knowledge of Windows 10/11
  • Basic familiarity with Microsoft 365 (Outlook, Teams)
  • Understanding of Active Directory fundamentals (password resets, account unlocks)
  • Basic networking awareness: DHCP, DNS, file/printer sharing
  • Clear communicator with a professional, patient demeanor
  • Able to manage multiple requests and prioritize effectively
  • Must be willing to work night shift schedules (US hours) and during PH Holidays.
  • Must be able to work at Alabang, Muntinlupa when work in the office resumes (temp WFH).
Benefits
  • Health insurance
  • Paid time off
  • Remote work options
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supporttroubleshootingcomputer hardwarecomputer softwareActive DirectoryCitrixWindows 10Microsoft 365networkingIT support
Soft Skills
problem-solvingcommunicationteamworkindependencepatienceprioritizationprofessional demeanortraininglogging communicationsescalation
Certifications
Bachelor's degreeassociate degreetechnical certification