IT Service Desk Technician (Night Shift, WFH)

Under the supervision of the IT Manager, the IT Service Desk (ITSD) Technician is a front-facing, customer service representative for the department. The ITSD Technician must not only possess strong technical aptitude, but also demonstrate strong customer service and be able to work cooperatively in a team environment. The ITSD Technician supports students, faculty, and staff across all campuses and programs.

• Service Desk Support: Work with customers to troubleshoot issues related to operating systems, business applications, printing, and basic network systems. Clearly communicate with customers and Technology Services staff regarding troubleshooting steps, workarounds, solutions, and necessary escalations, always prioritizing the experience of the customer. Thoroughly document all steps taken to remediate an issue in Fresh Service for historical analysis and future issue mitigation. Communicate in a variety of modalities to best serve the customer and other IT resources including telephone, email/ticketing system, Microsoft Teams, etc. (60%)
• Ticket Dispatching: Oversee the ticket queue from opening to closing of issues, working with resources as necessary to escalate/deescalate issues when a higher level of access or specific technical knowledge is needed. Work with student workers and staff to ensure that tickets are correctly handed off between shifts for service continuity. Serve as the first and primary point of contact for customers. Ability to converse technically and translate into non-technical language during user interaction. (30%)
• Maintain current industry knowledge on relevant technology innovations. This position will help shape Technology Services initiatives, and as such should keep informed of updates to current GCTS software and help test potential new software, to provide clear and consistent customer service upon rollout. (10%)
• Perform other duties as necessary.
• Communication and Interpersonal Effectiveness: Must have strong written and verbal communication skills and be able to communicate in a manner that allows information to flow freely and smoothly to perform job responsibilities in a timely fashion.
• Technical Troubleshooting: Must have a demonstrated ability to work with a variety of tech such as operating systems (Windows and Mac), business applications, printers, basic networking (wifi, ethernet). A systematic diagnostic process and the ability to quickly adapt to different situations are key to success.
• Teamwork: Ability to collaborate with others inside and outside of IT. This position will require regular
• Interaction with Media Services, Application Development, Instructional Design, Faculty, Staff, and Administration.

• Minimum of 5 years’ experience in an IT Helpdesk environment.
• ITIL certifications preferred.
• Bachelor’s degree in a relevant field or equivalent experience
• Skills: Ticketing System, Windows, Mac, Troubleshooting, Fresh Service, JamF, N-able, Networking

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.