Full-time IT Service Desk Associate-Remote
Full-time IT Service Desk Associate-Remote
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Job Description
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 FulltimeIT Service Desk Associate to join our team! Candidates must be resultsoriented 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 indepth knowledge and understanding of numerous software packages and operating systems. They are skilled in providing Customer Service and EndUser Service Desk Support and can easily identify and resolve technical issues and IT Service Desk Associate role is remote shift that requires flexible morning/evening availability. The person that 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 technologyrelated 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 companyapproved 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 will be required
- Will be rated and reviewed in customer satisfaction surveys for delivery of service
- Escalate issues to appropriate parties as necessary
- 1 years of technical troubleshooting experiencein 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 365experience 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
- High school diploma and/or GED
- Industryspecific certification(s) (e.g. CompTIA A Microsoft HDI etc. preferred
- Remote Plano TX USA
- GuideIT offers competitive pay performancebased bonuses and 401K with match. Health dental and vision insurance coverage paid holidays and paid time off for fulltime 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.
Required Experience:
Junior IC
Employment Type
Full-Time
