Full-time IT Service Desk Associate
About GuideIT
GuideIT is a US based technology services company Headquartered in Plano, Texas, focused on providing value to its customers by aligning technology with business outcomes, maximizing value through cost management and allowing rapid, proactive response to change. We are looking for a Full-time IT Service Desk Associate to join our team! Candidate must live in the Dallas/Fort Worth area, be results oriented, highly adaptable and thrive in a team environment centered on mutual trust and respect.
About the Role
The IT Service Desk Associate works well independently or in a group setting providing all facets of computer Service Desk support such as troubleshooting, installations and maintenance. This individual possesses in-depth knowledge and understanding of numerous software packages and operating systems. They are skilled in providing Customer Service and End-User Service Desk Support and can easily identify and resolve technical issues and concerns. The IT Service Desk Associate must be flexible to work a varying shift schedule that may include evenings and weekends.
Primary Duties
Provide first level technical support to end users for technology-related issues
Experience with Desktop Remote Control tools (i.e., Bomgar, LogMeIn, etc.)
Experience using an incident tracking system
Ensure proper documentation for each interaction and escalate when necessary
Resolve all issues using standard practices, procedures and company-approved troubleshooting tools and workflow processes
Provide support to investigate data anomalies to determine possible root causes
Provide solutions and/or recommendations to end user problems reported to Service Desk
Maintain a working knowledge of the content of the system user and training documentation and manage document changes and version control processes
As needed, provide support to coach/mentor system functional end user training
Interested in career advancement within the Information Technology career field
All candidates must be shift flexible. Night, weekend and/or holiday work will be required
Will be rated and reviewed in customer satisfaction surveys for delivery of service
Escalate issues to appropriate parties as necessary
Qualifications & Required Skills
1+ years of technical troubleshooting experience
Strong communication and interpersonal skills
Microsoft Operating Systems experience: 1+ years of Service Desk support experience in a Microsoft environment that includes Windows XP and Windows 7
Microsoft Office suites including Office 2003, Office 2007, Office 2010, Office 2013 and Office 365
Microsoft Applications: Microsoft Outlook, multiple versions
Experience with Dell, HP or Lenovo hardware (laptops/desktops/printers)
Experience with other applications such as Active Directory, MFA, etc.
ITIL training and/or experience
Previous experience in a call center environment
Applied experience troubleshooting software and hardware issues on laptops, desktops, printers, mobile devices and phones
Education and Certifications
High school diploma and/or GED
Industry-specific certification(s) (e.g., CompTIA A+, Microsoft, HDI, etc.) preferred
Position Location
Dallas/Fort Worth area-Remote
Benefits
GuideIT offers competitive pay, performance-based bonuses and 401K with match. Health, dental and vision insurance coverage, paid holidays and paid time off for full-time employees.
GuideIT is committed to Equal Employment Opportunity. It is the policy of GuideIT to encourage and support equal employment opportunity for all Team Members and applicants for employment without regard to sex, race, color, ancestry, religious creed, national origin, pregnancy, physical disability, mental disability, medical condition, age, marital status, political affiliation, sexual orientation, disabled veteran, or Vietnam era veteran status.