IT Service Desk Technician – Remote (US PST Hours)

About the role

We are looking for an IT Service Desk Technician to be the first point of contact for our users. The role is fully remote and supports our team operating on US Pacific Time, helping new hires and existing staff resolve hardware and software issues.

Key responsibilities

• Receive and triage technical support requests via Jira Service Management.
• Troubleshoot Windows 11 Pro, Microsoft 365, Azure Entra ID, Intune/Endpoint Manager, and hardware problems.
• Create user accounts, configure laptops remotely, and onboard new employees on their first day.
• Document troubleshooting steps and resolutions in Jira and internal knowledge bases.
• Assist the IT team with software deployments, retirements, and process improvements.
• Maintain accurate online documentation and contribute to Wiki updates.
• Collaborate with internal and external stakeholders to meet SLA targets.

Required profile

• Associate’s degree in IT or a related field.
• 2‑5 years of proven IT support experience.
• Experience working US Pacific Time hours and residing in Metro Manila or nearby Luzon.
• Fluent English communication skills.
• Ability to work independently in a fully remote environment.

Required skills

• Windows 11 Pro troubleshooting.
• Microsoft 365 administration.
• Azure Entra ID.
• Intune/Endpoint Manager.
• Jira Service Management (ticketing).
• Hardware diagnostics and remote laptop setup.
• Researching solutions using online documentation.