GrowthAssistant is looking for an IT Help Desk Assistant to support one of our clients in the mental healthcare industry. In this role, you’ll be the first line of support for resolving technical issues, ensuring smooth day-to-day operations for the client’s internal teams.
Company Benefits:
- Work from home
- PTO and Paid Holidays
- Health insurance
- Salary Range: PHP70-80K/month
Core Tasks:
- Field and resolve Level 1 support tickets via Zendesk and Slack help channels.
- Troubleshoot common issues, including password resets, multi-factor authentication (MFA) resets, and login/access errors.
- Set up and manage user accounts and profiles, primarily for contractors, based on established onboarding guidelines.
- Walk less technical users through account setup processes via Slack and Zendesk, and over Zoom when needed.
- Execute provisioning and deprovisioning tasks for contractors using prebuilt scripts, automated workflows, or manual steps (e.g., deactivating users in systems).
- Support and collaborate with an internal IT team of three, sharing responsibility across the help desk.
- Maintain and update internal documentation and standard operating procedures in Notion.
- Monitor ticket queues in Zendesk and help channels to ensure timely and consistent support.
- Surface recurring issues or workflow friction points to suggest improvements.
Must-Haves:
- 2+ years in a help desk, IT support, or technical customer service role.
- Proficiency with workspace and support tools including: Okta (or similar tool), Google Workspace, Slack, Zoom, Zendesk, and Notion.
- Comfortable with executing scripted or step-by-step provisioning/deprovisioning tasks.
- Strong troubleshooting skills with the ability to communicate clearly and patiently, especially with less technical users.
- Detail-oriented with a strong ability to follow and improve repeatable workflows.
- Strong written and verbal English communication skills.
- Availability to work 10:30 AM - 7:30 PM EST.
Nice-to-Haves:
- Prior experience supporting remote contractors or non-technical users.
- Certifications such as CompTIA A+, Google Workspace Admin, or Okta Certified Professional.
If you're customer service-oriented, tech-savvy, and excited about working in a dynamic environment, we’d love to meet you!
Job Type: Full-time
Pay: Php70,000.00 - Php80,000.00 per month
Benefits:
- Health insurance
- Work from home
Schedule:
- 8 hour shift
- Night shift
Work Location: Remote