end user/deskside support technician

GuideIT, LLC

Fort Worth, TX, United States

2 days ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Expert

Experience required

6 years minimum

Working hours

Shift work

Job source

www.careerbuilder.com

Tech stack

Microsoft Windows Active Directory VoIP Information Systems System Configuration Dynamic Host Configuration Protocol Desktop Computing Network Address Translation Domain Name System (DNS) IP Addressing OSI Models Network Configuration and Change Management

+15 more

Networking Basics Wireless Security Open Systems Interconnection (OSI) Server Administration Software Engineering TCP/IP Transmission Control Protocol (TCP) User Environment Management Wide Area Networks Network Switches Network Routing Software Security Information Technology Laptops Cisco

Job description

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

Requirements

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, * 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, Analysis Skills, Applications Security, Audiovisual, Business Writing, Cisco Network Systems, Communication Skills, CompTIA A+, Concrete, Cross-Functional, Customer Response, Customer Service Systems, Customer Support/Service, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Desktop PC, Establish Priorities, Government Regulations, Help Desk, High School Diploma, IP Addressing, Identify Issues, Laptop PC, Lift/Move 25 Pounds, Lift/Move 50 Pounds, MCP - Microsoft Certified Professional, Material Moving, Mentoring, Microsoft Active Directory, Microsoft Windows Operating System, Mobile Devices, NAT (Network Address Translation), Network Configuration Management, Network Routing, Network Switching, On Call, Open Systems Interconnection (OSI), Presentation/Verbal Skills, Problem Solving Skills, Reporting Skills, Resolve Customer Issues, Service Delivery, Software Administration, TCP/IP (Transmission Control Protocol/Internet Protocol), Team Player, Technical Support, Time Management, VoIP (Voice over IP), Wide Area Network (WAN), Willing to Travel, Wireless Security, Writing Skills

Benefits & conditions

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.