remote
IT Service Desk Associate - GuideIT
Systems Engineer
Part‑time IT Service Desk Associate providing end‑to‑end computer support, troubleshooting Windows and networking issues, managing tickets, and delivering remote assistance to users in the Dallas/Fort Worth area.
About the role
- 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
- 1+ year of technical troubleshooting software and hardware issues on Dell, HP or Lenovo laptops, desktops, printers, mobile devices and phones 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
- Mac OS knowledge preferred
- Office 365 experience including O365 administration
- Experience with other applications such as Active Directory, MFA, etc.
- ITIL training and/or experience
- High school diploma and/or GED
- Industry-specific certification(s) (e.g., CompTIA A+, Microsoft, HDI, etc.) preferred
- Remote-Dallas/Fort Worth, TX
Originally posted on Himalayas
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