IT Service Desk Associate

Summary

Join GuideIT, a technology services company, as a Full-time IT Service Desk Associate! This remote, overnight shift role requires providing first-level technical support, troubleshooting, and maintaining computer systems. You will work independently and collaboratively, resolving technical issues and ensuring proper documentation. The ideal candidate possesses strong communication skills, experience with various software and hardware, and a proven track record in a service desk environment. GuideIT offers competitive pay, performance-based bonuses, and comprehensive benefits.

Requirements

• 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
• 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
• 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., 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
• All candidates must be shift flexible. Night, weekend, and holiday work may be required
• Properly triage all issues and determine if escalation is necessary
• User access and account creation in the Active Directory/cloud

Preferred Qualifications

• Mac OS knowledge
• 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