Deskside Support Associate

GuideIT•Dallas, TX

1d•Onsite

About The Position

GuideIT is hiring an End User Support Technician for its Dallas, Texas team. This onsite technology support role works at a customer facility with cross-functional teams and provides direct support to end users across offices and remote sites. It is a VIP-heavy environment requiring professionalism, competence, clear communication, and timely responsiveness. The position supports end-user computing, service management, devices, corporate IT assets, and infrastructure, application, and security maintenance and projects. The role may require rotational on-call support outside business hours and occasional work at other offices in Dallas, Alliance, and Plano. Professional office attire is required.

Requirements

At least 5 years of direct customer IT support experience.
Ability to adapt to new technology as it is introduced into the environment.
Cisco phone experience.
Basic audio/visual experience.
Basic Active Directory experience.
Knowledge of networking fundamentals, basic security and wireless concepts, routing and switching fundamentals, TCP/IP and OSI models, IP addressing, WAN technologies, NAT, DHCP, DNS, VoIP, and configuring simple networks.
Strong technical skills, effective communication skills, and responsiveness to customer needs.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to present information effectively and respond to questions from managers, clients, customers, and the general public.
Ability to solve practical problems and handle a variety of concrete variables where standardization is limited.
Ability to interpret instructions in written, oral, diagram, or schedule form.
Ability to communicate with and support users at the executive level.
High school diploma and/or GED certificate required.
Must be local to the Dallas, Texas area; only local candidates will be considered.
Ability to lift up to 50 pounds maximum, with frequent lifting and/or carrying of objects weighing up to 25 pounds.
Frequent overhead reaching and bending/crouching.
Must be flexible to occasionally work from other offices located in Dallas, Alliance, and Plano.
Professional office attire is required.

Nice To Haves

Some college or a college degree.
Microsoft Certified Professional (MCP) certification.
CompTIA A+ certification.

Responsibilities

Provide direct End-User Computing support to users at all offices and remote sites, delivering customer support for information systems.
Perform Request, Incident, Change, and Problem Management processes within service-level expectations, including priority and escalation norms, using service management tools.
Deliver service desk ticketing, client response, and troubleshooting.
Use knowledge of corporate structure and departmental workflows to prioritize tickets or tasks, trigger follow-ups, and proactively prevent incidents.
Proactively communicate with VIP users and provide a high level of support.
Perform mobile device management and administer directory services as assigned.
Facilitate and maintain an accurate, ready IT asset inventory at major offices.
Support infrastructure, application, and security maintenance and projects as required.
Provide on-call support outside business hours on a rotational basis if required.
Occasionally work from other offices in Dallas, Alliance, and Plano.