What are the responsibilities and job description for the Full-time IT Service Desk Associate-3rd Shift position at GuideIT?
Job Description
Job Description
IT Service Desk Associate
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.
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 remote shift that is overnight. 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
- All candidates must be shift flexible. Night, weekend, and holiday work may be required.
- Properly triage all issues and determine if escalation is necessary
- User access and account creation in the Active Directory / cloud
Qualifications & Required Skills
Education and Certifications
Position Location
Schedule
Benefits
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.
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