Full-time IT Service Desk Associate-Hybrid

About the role

GuideIT is a US based technology services company headquartered in Plano, Texas. We focus on aligning technology with business outcomes, maximizing value through cost management, and offering rapid, proactive responses to change. We are seeking a Full-time IT Service Desk Associate to join our team.

Responsibilities

• Provide first level technical support to end users for technology-related issues
• Experience with Desktop Remote Control tools (i.e., Bomgar, LogMeIn, etc.)
• 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

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

Benefits

GuideIT offers competitive pay, performance-based bonuses and a 401K with match. Health, dental and vision insurance coverage, paid holidays and paid time off for full-time employees.