Sr. Deskside Support Analyst

ABOUT THE ROLE

This 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. Only local candidates will be considered.

PRIMARY DUTIES

• 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

QUALIFICATIONS & REQUIRED SKILLS

• Min. 6 years of direct customer IT support
• Ability to adapt to new technology as it is introduced into the environment
• Windows 11
• Ability to troubleshoot hardware/software issues on laptops and desktops
• 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 
• Willing to take on responsibilities for projects
• Ability to travel to remote locations for annual support
• Ability to mentor Jr Deskside Support associates

EDUCATION & CERTIFICATIONS

• 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

POSITION LOCATION & OTHER REQUIREMENTS

• On site (Fort Worth, TX)
• Dress Code: professional office attire
• Provide on-call support if required outside of business hours
• 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.

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.

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