IT Service Desk Associate

Summary

Join GuideIT as a full-time IT Service Desk Associate in Plano, Texas! In this on-site role, you will provide first-level technical support, troubleshooting and resolving technology issues for end-users. You will utilize your expertise in various software packages, operating systems, and hardware to ensure smooth operations. The position requires strong communication and problem-solving skills, along with experience in a call center or service desk environment. You will work independently and collaboratively, documenting interactions and escalating issues as needed. GuideIT offers competitive pay, performance-based bonuses, and comprehensive benefits.

Requirements

• Experience with desktop remote control tools (i.e., ScreenConnect, Bomgar LogMeIn, etc.)
• Experience using an incident tracking system
• 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
• 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
• Will be rated and reviewed in customer satisfaction surveys for delivery of service
• Escalate issues to appropriate parties as necessary

Preferred Qualifications

• MacOS knowledge preferred, but not required
• Industry-specific certification(s) preferred (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