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.

Requirements

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