Full-time IT Service Desk Associate

GuideIT • Plano, TX

8d • Hybrid

About The Position

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 in-depth knowledge and understanding of numerous software packages and operating systems. They are skilled in providing Customer Service and End-User Service Desk Support and can easily identify and resolve technical issues and concerns. The IT Service Desk Associate must be flexible to work a varying shift schedule that may include evenings and weekends.

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

Nice To Haves

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

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

Benefits

• GuideIT offers competitive pay, performance-based bonuses and 401K with match.
• Health, dental and vision insurance coverage, paid holidays and paid time off for full-time employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 51-100 employees