The Role
Provides onsite deskside and end-user computing support in a VIP-heavy environment. Responsibilities include ticketing, incident and change management, troubleshooting, executive support, mobile device management, directory administration, IT asset inventory, and assistance with infrastructure, application, and security projects. Requires customer service, networking fundamentals, Cisco phone, Active Directory, audio/visual, and VoIP knowledge, plus rotational after-hours on-call support and occasional work at other Dallas-area offices.
Summary Generated by Built In
ABOUT GUIDEITGuideIT is a US based technology services company focused on providing value to its customers through technology alignment and optimization. We are currently looking for an End User Support Technician to join our Plano, TX team. Only local candidates will be considered for this onsite role.ABOUT THE ROLEThis technology support position requires teamwork, communication, and a passion for working directly with end users. The end user/deskside support technician will work with cross-functional teams at an onsite customer facility. This is a VIP heavy environment which requires a strong emphasis on professionalism, competence, and timely responsiveness. PRIMARY DUTIES
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.
- Provide direct End-User Computing support for users at all offices and remote sites. Provide outstanding customer support to End Users on all information systems used.
- Perform Request, Incident, Change and Problem Management processes within Service Level expectations (i.e., priority / escalation norms) in Service Management tools.
- Deliver service desk ticketing, client response, and troubleshooting.
- Maintain a general understanding of corporate structure and an awareness of business workflow in each department to leverage this understanding to prioritize tickets or tasks, trigger follow-ups or proactively prevent incidents from occurring.
- For VIP users, proactively communicate and deliver support at outstanding levels
- Perform mobile device management, and administrate directory services as assigned
- Facilitate & maintain an accurate & ready IT asset inventory at major offices
- Support Infrastructure, Application, and Security Maintenance & Projects as required
- On call flexibility
- 5 years of direct customer IT support
- Ability to adapt to new technology as it is introduced into the environment
- Cisco phone experience
- Basic audio/visual experience
- Basic Active Directory experience
- Applies knowledge of networking fundamentals; basic security and wireless concepts; routing and switching fundamentals; the TCP/IP and OSI models; IP addressing; WAN technologies; NAT, DHCP and DNS; understanding VoIP and configuring simple networks.
- Applies strong technical skills, effective communication skills, and is responsive 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 effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Ability to communicate and support users at the executive level
- High school diploma and/or GED certificate required
- Some college or college degree preferred
- Microsoft Certified Professional (MCP) certification is preferred
- CompTIA A+ Certification is preferred
- Dallas, TX (Primary Office - Onsite)
- Must be flexible to occasionally work from other offices located in Dallas, Alliance, and Plano
- Dress Code: professional office attire
- Provide on-call support if required outside business hours on a rotational basis.
- Ability to lift to 50 pounds maximum with frequent lifting/and or carrying objects weighing up to 25 pounds.
- Frequent overhead reaching and bending/crouching.
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.
Skills Required
- Five years of direct customer IT support experience
- Ability to adapt to newly introduced technologies
- Cisco phone experience
- Basic audio/visual experience
- Basic Active Directory experience
- Knowledge of networking fundamentals, security and wireless concepts, routing and switching, TCP/IP, OSI models, IP addressing, WAN technologies, NAT, DHCP, DNS, VoIP, and simple network configuration
- Strong technical, communication, customer service, and responsiveness skills
- Ability to communicate with and support executive-level users
- High school diploma or GED certificate
- Some college or college degree
- Microsoft Certified Professional certification
- CompTIA A+ certification
- Ability to work onsite in Dallas, Texas, and occasionally at offices in Alliance and Plano
- Ability to provide rotational after-hours on-call support
- Ability to lift up to 50 pounds and frequently lift or carry up to 25 pounds
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The Company
What We Do
While technology is critical for every business, it’s also complex and ever changing, often making it difficult to manage. Because of this complexity, many business leaders find themselves in need of advisors they can trust...people who can guide them through getting the most out of technology, relative to their business priorities and the results they seek. That’s why people put their trust in GuideIT. We serve businesses large and small, healthcare and commercial. We deliver tangible results that improve our customers’ businesses. Through a portfolio of solutions spanning consulting, managed services and data-centric digital transformation, we help healthcare organizations to improve the quality of care, while reducing cost. We help commercial organizations to better understand and serve their customers, address the changing competitive landscape, and manage a complex technology environment. GuideIT—helping you to get the most out of technology.
