9022BRCompany Summary:As the leading global provider of enterprise software and information solutions for project-based businesses, Deltek helps organizations of all sizes maximize productivity and revenue. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America’s Best Midsize Employers by Forbes, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress. www.deltek.comAuto req ID:9022BRExternal Job Title:Associate IT Support SpecialistPosition Responsibilities:

　　First point of contact for technical hardware, software, and network support incidents.

　　Receive and respond to user inquiries and requests via telephone, email, and case tracking system professionally and with speed, accuracy, and proficiency.

　　Perform remote troubleshooting, diagnostics, and incident resolution using remote system management tools.

　　Assist with administration and troubleshooting of Active Directory accounts, Exchange On-Prem and O365 mailboxes, Intune for Mobile, Cisco phones and VPN, Zscaler, Crowdstrike, MFA, and other related applications, following specific processes and guidelines to ensure tasks are completed consistently and efficiently.

　　Log all incoming tasks and requests in the incident tracking system and document all actions, including all follow-up conversations, status updates, troubleshooting steps, and resolution.

　　Follow up on all assigned tickets or tasks to ensure timely and proper response as well as satisfactory resolution.

　　Keep detail-oriented documents and keep the customer or business partners updated on the status and resolution times.

　　Ensure task turnovers are performed in an accurate and timely manner.

　　Collaborates with NOC to compose and send end-user communications during outages and planned upgrades.

　　Collaborate with other IT groups to resolve complex or widespread issues affecting end users.

　　Contribute technical solutions to the IT Knowledge Base

　　Participate in projects and initiatives as directed by the Service Desk Manager.

　　Work Location:Philippines, Makati City Qualifications:

　　1-2 years IT support experience on a corporate Service Desk or in another technical support role with a background in either Customer Service or as an IT Service Desk Analyst

　　Excellent writing, communication, and interpersonal skills

　　Strong Analytical, troubleshooting, and problem-solving skills

　　Demonstrated knowledge of PC/Laptop hardware components and basic troubleshooting, Windows networking, LAN/WAN, DNS, TCP/IP, Active Directory system administration tasks, and mobile devices.

　　Proficiency in Microsoft products and operating system, certifications preferred

　　Experience with using and troubleshooting Apple products and operating systems is a plus

　　Familiarity with resolving remote connectivity issues

　　Ability to deal with multiple priorities in a fast-paced global team environment a must.

　　Ability to work in a rotating shift schedule is a must

　　A+ and ITIL V.3 certification a plus

　　Travel Requirements:NoApplicant Privacy Notice:Deltek is committed to the protection and promotion of your privacy. In connection with your application for employment with us at Deltek, it is necessary for us to collect, store and use information about you (“Personal Data”) to administer and evaluate your application. We are the “controller” of the Personal Data you provide us and will process any such Personal Data in accordance with applicable law and the statements contained in this Employment Candidate Privacy Notice (https://education.deltek.com/web/du_internal/Recruitment/Applicant Privacy Notice.pdf) . Additionally, we have not sold and do not sell Personal Data you provide to us through the job application process.Business Summary:The Deltek Information Technology team provides technical support, services and applications to Deltek's global workforce. We are dedicated to finding innovative ways to help our employees maximize their productivity and exceed their business goals. If you're a world-class problem solver looking to be part a diverse, dynamic and collaborative team – join us as we power success for all of Deltek.