IT Help Desk Specialist (Philippines)

At Ferrilli, we drive positive changes in higher education through technology. Our mission is to enhance student success by optimizing campus IT infrastructure and implementing innovative solutions. With a holistic approach, we provide expert IT services and consulting to help clients achieve their goals. Position Summary Ferrilli is seeking a Help Desk Support Specialist to join our team. This is a 100% remote role supporting clients across multiple U.S. time zones. The ideal candidate is experienced in break/fix troubleshooting, knowledgeable in ticketing systems, and skilled in Microsoft support. You should also be comfortable managing printers, conference room setups, and providing responsive, high-quality technical assistance to end users. Responsibilities Troubleshoot and resolve first-level issues involving computers, applications, systems, devices, access, and performance. Support Microsoft environments including Office 365, Windows OS, and related applications. Manage break/fix tasks to minimize client downtime. Assist with software or device installations, upgrades, user profile setup, and password resets. Respond to end-user requests via phone, email, chat, or ticketing system. Guide users through recommended steps and solutions to resolve issues. Maintain a high level of professionalism and deliver a positive support experience. Document, track, and resolve incidents according to established processes and service level standards. Utilize knowledge base articles and product documentation to research and resolve issues. Escalate incidents to appropriate teams when required. Route incidents to on-site client resources when applicable. Update all ticket and incident information accurately following the Incident Management Process. Stay updated on current IT trends, tools, and best practices. Contribute to improving support processes and knowledge base documentation as needed. Qualifications Minimum 1-2 years of IT support experience or equivalent. Strong problem-solving skills and a customer-focused mindset. Hands-on experience with ticketing systems, Microsoft support, and break/fix tasks. Ability to work independently and manage time effectively. Excellent English written and verbal communication skills.