Full-time IT Service Desk Associate (on-site)

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.

About the Role

The IT Service Desk Associate works 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 of numerous software packages and operating systems and is skilled in providing customer service and end-user support. The role is an on-site, Monday–Friday position between the hours of 7:00 am – 5:00 pm. The ideal candidate must be able to work independently with minimal supervision and have acute attention to detail.

Responsibilities

• Provide first-level technical support to end users for technology-related issues
• Use desktop remote control tools (e.g., ScreenConnect, Bomgar, LogMeIn)
• Use an incident tracking system and ensure proper documentation for each interaction
• Escalate issues when necessary
• Resolve issues using standard practices, procedures, and company-approved troubleshooting tools
• Investigate data anomalies to determine possible root causes
• Provide solutions and/or recommendations to end-user problems reported to the Service Desk
• Maintain a working knowledge of system user and training documentation, including managing document changes and version control
• Provide support to coach/mentor system functional end-user training as needed
• Participate in customer satisfaction surveys for service delivery
• Escalate issues to appropriate parties as necessary

Requirements

• 1+ years of technical troubleshooting experience in a call center or service desk environment
• Strong communication and interpersonal skills
• 1+ years of service desk support experience in a Microsoft environment (Windows 10 and 11)
• MacOS knowledge preferred, but not required
• Office 365 experience, including O365 administration
• Experience with Dell, HP, or Lenovo hardware (laptops/desktops/printers)
• Experience with 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

Qualifications

• High school diploma and/or GED
• Industry-specific certification(s) preferred (e.g., CompTIA A+, Microsoft, HDI, etc.)

Location

On-site – Dallas, TX, USA, 75219

Benefits

• Competitive pay and performance-based bonuses
• 401K with company match
• Health, dental, and vision insurance coverage
• Paid holidays and paid time off for full-time employees