IT Helpdesk Admin - Sr Analyst

Responsibilities:

• 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.
   

Skills and Qualifications:

• 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.

• Answer and log incoming support requests via phone, email, and in-person
• Troubleshoot Windows desktop hardware and software issues
• Reset passwords and manage basic Active Directory user tasks
• Support Microsoft 365 applications (Outlook, Teams, OneDrive)
• Set up and configure computers and peripherals for new and existing employees
• Escalate unresolved issues to senior IT staff with clear documentation
• Maintain basic asset records (device assignments, hardware inventory)

• 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).

Preferred

• CompTIA A+ (or in progress)
• Experience with a ticketing system
• Exposure to Microsoft Intune or Azure AD
• Experience in a multi-site or manufacturing environment

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.