IT Service Desk Associate-Hybrid

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! Candidate must live in the Dallas/Fort Worth area, be results oriented, highly adaptable and thrive in a team environment centered on mutual trust and respect.

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.

• Provide first level technical support to end users for technology‑related issues
• Experience with Desktop Remote Control tools (i.e., Bomgar, Log Me In , etc.)
• Experience using an incident tracking system
• Ensure proper documentation for each interaction and escalates 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

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

• Dallas/Fort Worth area‑Hybrid

• 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.