IT Deskside Support Assistant

Quezon City, Metro Manila
Permanent
Full-time

1 month ago

Summary of Work Activities and ResponsibilitiesUnder the supervision of IT Deskside Support and Materials Management Supervisor, IT Deskside Support Assistant provides in-person or online deskside computer system and technology-based system support for all University employees and students computing needs. This includes providing technical support related to their computer’s operating systems, software, hardware, and networking.Main Duties and ResponsibilitiesI. Service Desk and System Support

Installs, configures, and upgrades the hardware/software for desktops, laptops, printers, and other computer peripherals.
Ensures that operating systems are up-to-date and secure and applies patches and updates, and resolves operating system related issues.
Provides troubleshooting and support for desktops, laptops, printers and other computer peripherals.
Attends to ticketed tasks and concerns.
Updates ticketing status for ongoing and completed tasks/concerns.
Provides primary Service Desk real-time technology support via phone/email/self-service to end-users.
Attends to Video Conferencing Events/ Live Streaming/Video Conferencing Shared Services requirements.
Guides users on how to use the Learning Management System and other productivity tools (e.g., Google Suite, Microsoft Office, other Software as a Service [SaaS], etc).

II. Technical Assistance and Support

Familiarizes the technical manuals of the different IT assets managed by the University.
Provides technical assistance and support by guiding users on how to investigate and conduct basic IT diagnostics as a first level response to resolving their IT problems (e.g., login problems, software errors, and hardware malfunctions).
Installs software needed in the computing devices, including specialty software.
Performs minor repairs to IT assets, peripheral equipment, and software, following its design specifications.
Analyzes and troubleshoots hardware.
Backs-up files and reformats devices, when needed.
Conducts regular maintenance of computers and peripherals.
Distributes and updates software in each device.
Attends to LAN cabling requirements.
Documents technical issues, resolutions, and support provided and creates user manuals or guides for common issues.
Updates the asset inventory and reflects all the related incidents and changes done related to the asset.

III. Performs other work-related tasks as may be required by the immediate supervisor and authorized representatives.Knowledge, Skills and Abilities

Operating Systems and Network administration: Knowledgeable with MS Active Directory, Windows OS and MAC OS.
End User Computing: Knowledgeable with video/web conferencing tools, desktop virtualization, end-point protection, image management, software
Service Orientation: Actively looking for ways to help people; Ability to relate with client well- pleasing, warm, patient and respectful in dealing with people
Communication Skills: Good verbal, written and interpersonal skills.
Strong problem solver and able to multitask: Ability to identify issues quickly and effectively, analyze possible solutions, and recommend the best course of action for an issue.

Education and Experience Requirements

Bachelor’s degree
At least 5 years of prior relevant experience
Past experience providing IT support in a Windows and iOS office environment
Good written and verbal communication skills
Use of an ITSM ticketing system

Entry Level / Junior, Apprentice IT and Software Higher Education / Academia 1 opening Bachelor's degree graduateThe Ateneo de Manila University (Ateneo) is one of the leading universities in the Philippines. More than 150 years in existence, the Ateneo has grown into a major Jesuit institution. Officially it became a university in 1959. It offers over 100 academic degree programmes. Ateneo offers Basic Education (Grade School, Junior and Senior High School). In addition, the Loyola Schools (college) is made up of four schools (Social Sciences; Humanities; Science and Engineering; and Management) that offer graduate and undergraduate degrees, with a total enrolment of about 10,000 students per year. The Ateneo has 4 professional schools located in 3 campuses in Quezon City, Makati City and Pasig City (Business; Government; Law; and Medicine and Public Health), with about 4,000 professional postgraduate students. It has an array of research centres, 11 of which are recognized as Centres of Excellence by the Philippine Commission on Higher Education. In addition to a European Studies Programme, it has a Centre for Asian Studies that fosters comparative research on East and Southeast Asia. The Ateneo has 207 partnerships with universities around the world (82 in Europe, 87 in Asia, 11 in Australia and New Zealand, and 27 in North and South America) and is a member of the ASEAN Universities Network and 3 other international university networks. The Ateneo’s Rizal Library is the most advanced in the Philippines with over 307,000 titles in its collection and online access to most major academic journals.

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