IT Helpdesk Technician

We are seeking a reliable and service-oriented IT Helpdesk Technician to provide technical support to our US-based accounting firm. This role is critical in ensuring the smooth operation of IT systems, supporting end users, and maintaining high standards of security and professionalism in a regulated, client-facing environment.

The ideal candidate has strong troubleshooting skills, excellent communication abilities, and experience supporting users remotely in a professional services setting.

Key Responsibilities
End-User Support
Provide Level 1–2 technical support to US-based staff via ticketing system, phone, email, and chat
Troubleshoot hardware, software, network, and connectivity issues
Support Windows/macOS environments, printers, peripherals, and mobile devices
Assist with onboarding and offboarding of employees (user accounts, equipment, access)


Systems & Applications Support
Support Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
Assist with VPN, remote desktop, and cloud-based tools
Support accounting and practice management software (training provided if needed)
Perform basic system administration tasks under IT management guidance

Security & Compliance
Follow firm policies related to data security, confidentiality, and compliance
Assist with MFA, password resets, and access controls
Identify and escalate potential security incidents or phishing attempts
Maintain secure handling of sensitive financial and client data

Documentation & Process Improvement
Document issues, resolutions, and procedures in the ticketing and knowledge base systems
Escalate complex issues to senior IT staff or external vendors as needed
Contribute to continuous improvement of IT support processes


Required Qualifications
Bachelor’s degree or technical certification in IT, Computer Science, or related field (or equivalent experience)
1–3 years of experience in an IT Helpdesk or Technical Support role
Strong working knowledge of Windows OS, basic networking, and Microsoft 365
Experience supporting users remotely
Excellent written and verbal English communication skills
Willingness to work during US business hours (night shift PH time)


Preferred Qualifications
Experience supporting US-based companies or professional services firms
Familiarity with ticketing systems
Basic knowledge of cybersecurity best practices
Experience with VoIP systems and remote monitoring tools
IT certifications (CompTIA A+, Network+, Microsoft certifications) are a plus

Key Competencies
Strong customer service mindset
Problem-solving and attention to detail
Ability to prioritize and manage multiple support requests
Professionalism and discretion when handling sensitive information
Dependable, self-motivated, and able to work independently