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! Candidates must 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 role is a remote position and requires flexible morning/evening availability. The person who fills this role must be able to work independently with minimal supervision and have acute attention to detail.
Primary Duties
Provide first-level technical support to end users for technology-related issues
Experience with Desktop Remote Control tools (i.e., ScreenConnect, 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
All candidates must be shift flexible. Night, weekend and/or holiday work may 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 in a call center or service desk environment
Strong communication and interpersonal skills
Microsoft Operating Systems experience: 1+ years of Service Desk support experience in a Microsoft environment that includes Windows 10 and 11
Mac OS knowledge preferred, but not required
Office 365 experience including O365 administration
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
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.