Job Summary

The Infrastructure Support Help Desk Analyst will be responsible for providing technical support and assistance to end-users within a Windows-based infrastructure environment. This role involves troubleshooting, resolving, and escalating technical issues related to hardware, software, and network infrastructure. The ideal candidate should possess strong problem-solving skills, excellent communication abilities, and a customer-centric approach to ensure a seamless IT support experience. 

1. Help Desk Support:

• Respond to incoming support requests via phone, email, or ticketing system.
• Provide first-line support to end-users for hardware, software, and network-related issues.
• Diagnose and resolve technical problems promptly and efficiently.

2. Windows Environment Management:

• Administer and support Windows-based operating systems, including Windows 10 and Windows Server.
• Configure and maintain user accounts, permissions, and group policies.
• Troubleshoot Windows OS issues and perform necessary updates and patches.

3. Hardware Support:

• Assist users with hardware setup, configuration, and troubleshooting.
• Coordinate equipment repairs or replacements when necessary.
• Maintain an inventory of hardware assets.

4. Software Support:

• Install, update, and troubleshoot software applications in a Windows environment.
• Assist with software license management and compliance.
• Provide guidance on software usage and best practices.

5. Network Support:

• Assist in troubleshooting network connectivity issues.
• Collaborate with the network team to resolve complex networking problems.
• Maintain knowledge of network configurations and topologies.

6. Documentation:

• Create and maintain detailed documentation of support processes and resolutions.
• Develop and update user guides and knowledge base articles.

7. Customer Service:

• Deliver exceptional customer service by addressing user inquiries and concerns professionally and courteously.
• Provide user training on IT tools and procedures as needed.

8. Escalation and Collaboration:

• Escalate complex technical issues to senior IT staff or appropriate teams.
• Collaborate with other IT personnel to resolve cross-functional issues.

• Bachelors's degree in Information Technology or equivalent.
• Proven experience in providing technical support in a Windows environment.
• Strong knowledge of Windows operating systems (Windows 10, Windows Server).
• Familiarity with hardware components, peripherals, and troubleshooting.
• Proficiency in troubleshooting software applications and configuring software settings.
• Basic understanding of network concepts and protocols.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• IT certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or similar certifications are a plus.
• A bi-lingual – French speaker will be a plus. Working Conditions
• This is a full-time position that will require a complete overlap with US Eastern Time Zone (New York Time).
• The role primarily operates in an office environment.
• Will follow the US Holidays AAP/EEO Statement:  Centerline is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Position Type:

This is a full-time position. Work On-site.

Office Location:

Bacolod City, Negros Occidental, Philippines,6100