IT Help Desk Specialist

Who We Are

At AGSI, we believe people are at the heart of every successful business. Since 2012, we’ve been helping US-based companies build high-performing teams through top-notch and cost-effective business process outsourcing services. With over 50 years of combined leadership experience, our co-founders know what it takes to manage teams and hire exceptional talent.

• Mission: To help companies build high-performing teams through world-class Filipino talent.
• Vision: To become the unmatched global choice for BPO services in the country.
  

When you join us, you become part of a company that values strong partnerships, innovation, and growth; not just for our clients, but for our people too.

What’s in it for You?

We don’t just want you to succeed, we want you to thrive. At AGSI, you’ll enjoy:

• Attendance Incentives and Non-taxable Allowances, because your dedication deserves recognition.
• 30 Leave Credits per Year, giving you generous time off to recharge, travel, or spend with family.
• HMO Coverage for You and Your Dependents with access to counseling programs to support both health and wellbeing.
• Group Life Insurance for your peace of mind.
• Regular Work Schedule with Weekends Off, so you can enjoy balance and predictability.
• Great Company Culture with fun in-office activities, engaging team events, and meaningful CSR initiatives that let you give back to the community.
  

Here, you won’t just find a job. You’ll find a team that invests in your growth and celebrates your success.

About Our Client

Our client is a leading ophthalmology and eye care organization based in the United States, dedicated to providing comprehensive vision care through advanced medical, surgical, and optical services. Their experienced team of eye care professionals is committed to delivering exceptional patient outcomes by combining clinical excellence with compassionate, patient-centered care.

Serving patients across multiple locations, the organization offers a full spectrum of eye care services, including routine eye examinations, cataract surgery, glaucoma management, retina care, LASIK, and other specialized treatments. They continuously invest in innovative technology and streamlined operational processes to enhance the patient experience while maintaining the highest standards of quality and efficiency.

Position Summary

The IT Help Desk Support Specialist provides Level 1 and Level 2 technical support to client end users across multiple locations and environments. The role serves as the first point of contact for IT incidents and service requests received through phone, chat, email, and ticketing portals.

The specialist is responsible for resolving common technical issues, managing user access and endpoint requests, performing basic infrastructure monitoring, coordinating with vendors, and escalating complex issues to Level 3 engineering teams when necessary.

This position requires strong technical troubleshooting skills, excellent English communication, disciplined ticket documentation, and the ability to follow established client-specific procedures, security policies, and escalation protocols.

Key Responsibilities

• Receive and triage support requests through phone, chat, email, and ticketing portals, categorize incidents, assign priority, and route or escalate appropriately.
• Provide professional end-user support while following client-specific greetings, queues, runbooks, SLAs, and escalation procedures.
• Perform password resets and account unlocks after completing required identity verification and authorization procedures.
• Support MFA enrollment, MFA resets, and lost-device recovery, including escalation of privileged/admin users and executives when required.
• Execute approved new hire, employee transfer, and employee termination access requests based on authorized HR or management tickets.
• Provide remote troubleshooting for Microsoft Office/Microsoft 365, browsers, VPN connectivity, printers, Wi-Fi, and common workstation issues.
• Conduct remote support sessions using approved RMM/remote-access tools while following security and user-consent requirements.
• Install and deploy approved applications through Intune, RMM, or other authorized software deployment platforms.
• Assist with mobile device enrollment and MDM support, including enforcement of approved device and security policies.
• Perform Level 1 monitoring/NOC functions, including reviewing RMM alerts, system uptime, backup-job failures, and other basic infrastructure alerts.
• Create and escalate tickets for server, network, backup, security, or infrastructure issues requiring Level 3 intervention.
• Perform initial ISP/carrier outage triage and open, track, and follow up on vendor support tickets.
• Coordinate hardware troubleshooting, warranty claims, RMAs, replacement equipment, shipping, courier services, and local hands support.
• Maintain accurate and complete ticket documentation, including troubleshooting performed, user communication, resolution, escalation, and follow-up.
• Meet established SLA, response-time, resolution-time, ticket-quality, customer-satisfaction, and productivity standards.
• Identify recurring technical problems and escalate trends or potential systemic issues to management or Level 3 engineering.
• Follow all client security, privacy, access-control, and change-management policies.

Required Qualifications

• 2+ years of experience in IT Help Desk, Service Desk, Desktop Support, MSP, or similar technical-support environment.
• Strong knowledge of Windows 10/11 and Microsoft 365.
• Experience troubleshooting Outlook, Office applications, browsers, printers, VPNs, Wi-Fi, and common endpoint issues.
• Familiarity with Active Directory and/or Microsoft Entra ID (Azure AD).
• Experience with password resets, account administration, MFA, and basic identity-management processes.
• Familiarity with Microsoft Intune, MDM, RMM, or similar endpoint-management platforms.
• Experience working with IT ticketing/service-management platforms.
• Understanding of ITIL-style incident, request, escalation, and SLA management.
• Basic understanding of networking concepts including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and ISP connectivity.
• Strong written and verbal English communication skills.
• Ability to communicate technical issues clearly to non-technical users.
• Strong documentation, organization, and follow-through.