About GuideIT
GuideIT is a US-based technology services company headquartered in Plano, Texas, focused on providing value to its customers by aligning technology with business outcomes, maximizing value through cost management and allowing rapid, proactive response to change. We are looking for a full-time IT Service Desk Associate to join our team! Candidates must be results-oriented, highly adaptable and thrive in a team environment centered on mutual trust and respect. Only local candidates will be considered for this on-site role.

About the role
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 role is a Monday–Friday on-site position between the hours of 7:00 am – 5:00 pm. The person who fills this role must be able to work independently with minimal supervision and have acute attention to detail.
Primary duties

• 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
• 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

Qualifications & required skills

• 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
• MacOS knowledge preferred, but not required
• 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

Education and Certifications

• High school diploma and/or GED
• Industry-specific certification(s) preferred (e.g., CompTIA A+, Microsoft, HDI, etc.)

Position Location

• On-site – Dallas, TX, USA, 75219

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.

GuideIT is committed to Equal Employment Opportunity. It is the policy of GuideIT to encourage and support equal employment opportunity for all Team Members and applicants for employment without regard to sex, race, color, ancestry, religious creed, national origin, pregnancy, physical disability, mental disability, medical condition, age, marital status, political affiliation, sexual orientation, disabled veteran, or Vietnam era veteran status.