IT Helpdesk Support Analyst

Location: Remote, Philippines; permanent night shifts supporting US-based operations

Company

hirify.global is a global services firm with more than 9,000 associates and over 40 years of experience delivering technology and talent solutions across public and commercial sectors.

What you will do

• Provide Level 1 support for more than 40 hotel properties and corporate users through phone, email, ticketing systems, and virtual meetings.
• Diagnose and resolve hardware, software, desktop, application, connectivity, printing, browser, and internet issues.
• Support Microsoft 365, including password resets, MFA enrollment, mailbox and distribution-list management, application access, and Microsoft 365 Admin Center administration.
• Manage user accounts, permissions, access controls, authentication issues, and cloud-based Property Management System access.
• Use ManageEngine Endpoint Central and ServiceDesk Plus for endpoint support, incident and request management, queue monitoring, documentation, and timely resolution.
• Escalate complex issues appropriately while maintaining clear documentation, knowledge resources, and customer communication.

Requirements

• At least 5 years of experience in IT helpdesk, service desk, or technical support, including direct end-user support in a business environment.
• Strong troubleshooting and analytical skills, including identifying root causes before implementing solutions.
• Experience supporting Microsoft 365 environments, password resets, MFA enrollment, user accounts, permissions, access controls, mailboxes, distribution lists, and cloud-based applications.
• Basic understanding of Active Directory and Microsoft 365 Admin Center, including hybrid environments.
• Experience supporting desktop operating systems, Microsoft Office applications, printers, peripheral devices, ticketing systems, and service management tools.
• Strong verbal and written communication skills, with the ability to support users through phone, remote sessions, and virtual meetings.
• Willingness to work permanent night shifts and weekends as required.
• High reliability, strong attendance and schedule adherence, self-motivation, independence, and initiative.

Nice to have

• Experience with ManageEngine Endpoint Central or ManageEngine ServiceDesk Plus.
• Experience in a Managed Service Provider environment, hospitality or hotel operations, or multi-site environments.
• Familiarity with cloud-based Property Management Systems.

Culture & Benefits

• Remote work based in the Philippines.
• Support a multi-site environment serving hotel properties and corporate users.
• Role involves predominantly sedentary computer work with repetitive mouse, keyboard, and monitor use.
• Reasonable accommodation is available during the application, interview, testing, and selection process.

Hiring process

• Apply through the hirify.global careers application for requisition R8669.
• Contact hirify.global accommodations support if assistance is required during the selection process.