Helpware

IT Helpdesk/Support Technician, Tier 1/2

Helpware

full-time

Posted on:

Location Type: Remote

Location: Philippines

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About the role

  • The IT Helpdesk Support provides technical support to healthcare clients in a designated metro area, assisting end users remotely and on site to keep systems and devices running smoothly. Strong customer service skills, a passion for technology, and flexibility for in‑person support are essential.

Requirements

  • Respond to user inquiries and technical issues via phone, email, or remote tools in a timely and professional manner.
  • Diagnose and resolve hardware and software problems, escalating issues as needed to higher-level support teams.
  • Provide technical support for various operating systems, applications, and devices used in healthcare settings.
  • Install, configure, and update software applications, patches, and operating systems.
  • Collaborate with clients onsite to troubleshoot and resolve complex technical issues that cannot be addressed remotely.
  • Perform hardware maintenance, including diagnosing and replacing faulty components.
  • Assist with the setup and configuration of new workstations, peripherals, and devices.
  • Create and maintain documentation of technical procedures and solutions.
  • Escalate unresolved issues to appropriate internal teams or vendors and follow up until resolution is achieved.
  • Stay updated with the latest technology trends and best practices in the healthcare IT sector.
Benefits
  • 3+ years of experience as a PC/Help Desk Technician or in a similar technical support role.
  • Strong knowledge of Windows and Mac (nice to have) operating systems.
  • Familiarity with common healthcare software applications and systems is a plus.
  • Basic understanding of networking concepts, including TCP/IP, DHCP, and DNS.
  • Excellent problem-solving and analytical skills with the ability to think logically and critically.
  • Exceptional communication skills, both written and verbal, with a customer-centric approach.
  • Ability to work independently as well as collaboratively within a team.
  • Relevant certifications such as CompTIA A+, CompTIA Network+, or applicable Microsoft certifications preferred.
Applicant Tracking System Keywords

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

Hard Skills & Tools
technical supporthardware troubleshootingsoftware troubleshootingoperating systemsapplication installationconfiguration managementhardware maintenancedocumentationremote supportclient collaboration
Soft Skills
customer serviceflexibilitycommunicationproblem-solvingtimelinessprofessionalismcollaborationadaptabilityattention to detailpassion for technology