Help Desk IT Support Specialist

At Umpisa Inc., our mission is to make the Philippines be known globally as a tech hub.

Umpisa Inc. is a progressive technology services company that partners with select industries, clients and people to work on pioneering and industry-changing solutions via digital transformation, modern software development and venture building.

We create a set of world-class and impactful products and solutions to help organizations and individuals live better lives. We offer demanding, challenging and rewarding careers in software development, product development, emerging technologies, and more for the right candidates.

Essential Skills

Aligns with our values: Excellence, Integrity, Professionalism, People Success, Customer Success, Fun, Innovation and Diversity

Strong communication skills

Strong problem solving and analytical skills

Excellent problem-solving ability

Would like to work as part of a self-organizing Scrum team in a scaled agile framework

Must be a self-starter and loves to collaborate with the team and client

Job Summary

We are looking for a dedicated and customer-focused Help Desk / IT Support Specialist to provide first-level technical support to internal users. The ideal candidate has 2-5 years of IT support experience , strong troubleshooting skills, and a passion for delivering excellent technical assistance while ensuring a positive user experience.

Key Responsibilities

Provide first-line technical support for hardware, software, and network-related issues

Quickly respond to support requests via ticketing system, email, chat, or phone

Troubleshoot and resolve common IT issues (PCs, laptops, printers, applications, connectivity, etc.)

Escalate complex issues to appropriate teams when necessary

Document issues, resolutions, and procedures clearly and accurately

Assist with user account setup, access management, and basic system administration

Ensure timely and professional communication with end users

Follow IT policies, security standards, and best practices

Requirements

At least 2-5 year of experience in a Help Desk, IT Support, or similar roles.

Intermediate knowledge of

Windows OS (and/or macOS)

Microsoft 365 / Office applications

Basic networking and troubleshooting

Strong problem-solving and communication skills

Customer-oriented mindset with attention to detail

Ability to work independently and manage multiple support requests

Nice to Have

Experience with ticketing systems (e.g., Jira, ServiceNow, Zendesk, etc.)

Basic knowledge of Active Directory or user access management

IT-related certification is a plus but not required

Work Setup & Schedule

Remote set-up

Shift schedule: Mid-Shift from 3:00PM onwards

Shift flexibility may be considered in the future based on performance and team needs

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