IT Service Desk Associate

Summary

Join GuideIT, a technology services company in Plano, Texas, as a Full-time 3rd shift IT Service Desk Associate! This role requires providing first-level technical support, troubleshooting, and maintaining computer systems. You will need strong communication skills and experience with various software packages and operating systems. The position demands flexibility with a varying shift schedule, including nights and weekends. GuideIT offers competitive pay, bonuses, 401k matching, and comprehensive health benefits. The ideal candidate will be results-oriented, adaptable, and thrive in a team environment.

Requirements

• 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
• High school diploma and/or GED

Responsibilities

• 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

Preferred Qualifications

Industry-specific certification(s) (e.g., CompTIA A+, Microsoft, HDI, etc.)

Benefits

• Competitive pay
• Performance-based bonuses
• 401K with match
• Health, dental and vision insurance coverage
• Paid holidays
• Paid time off