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    Full-time IT Service Desk Associate - Plano, United States - GuideIT

    GuideIT
    GuideIT Plano, United States

    2 weeks ago

    Default job background
    Full time
    Description
    Job Description

    Job Description

    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-timeIT 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.

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