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End User Support Specialist

2 months ago

Fort Worth, Texas, United States GuideIT Full time
Job Description

ABOUT GUIDEIT
GuideIT is a technology services organization based in the United States, dedicated to delivering value to our clients through effective technology alignment and optimization.

ABOUT THE ROLE
This position focuses on technology support and requires collaboration, effective communication, and a commitment to assisting end users directly. The End User Support Specialist will engage with cross-functional teams at an onsite customer facility, emphasizing professionalism and prompt responsiveness in a VIP-heavy environment.

PRIMARY DUTIES

  • Deliver direct End-User Computing assistance for users across various offices and remote locations, ensuring exceptional customer service on all information systems.
  • Execute Request, Incident, Change, and Problem Management processes within established Service Level expectations using Service Management tools.
  • Manage Service Desk ticketing, client interactions, and troubleshooting efforts.
  • Maintain a comprehensive understanding of corporate structure and departmental workflows to prioritize tasks effectively and prevent potential incidents.
  • Proactively communicate and provide support for VIP users at exceptional levels.
  • Oversee Mobile Device Management and administer Directory Services as required.
  • Ensure accurate and up-to-date IT Asset Inventory across major offices.
  • Support Infrastructure, Application, and Security Maintenance & Projects as necessary.
  • Be available for on-call support as needed.

QUALIFICATIONS & REQUIRED SKILLS

  • A minimum of 5 years of direct customer IT support experience.
  • Ability to adapt to new technologies as they are integrated into the environment.
  • Experience with Cisco phone systems.
  • Basic knowledge of audio/visual systems.
  • Familiarity with Active Directory.
  • Understanding of networking fundamentals, basic security and wireless concepts, and routing and switching principles.
  • Strong technical skills coupled with effective communication abilities, responsive to customer needs.
  • Capability to read and interpret business documents, technical procedures, and regulations, along with writing reports and correspondence.
  • Problem-solving skills to address practical issues in varied situations.
  • Ability to communicate effectively with executive-level users.

EDUCATION & CERTIFICATIONS

  • High school diploma or GED certificate is required.
  • Some college education or a degree is preferred.
  • Microsoft Certified Professional (MCP) certification is advantageous.
  • CompTIA A+ Certification is preferred.

POSITION LOCATION & OTHER REQUIREMENTS

  • Primary office location is Fort Worth, TX.
  • Flexibility to work from other offices as needed.
  • Professional office attire is required.
  • Availability for on-call support outside of regular business hours on a rotational basis.
  • Physical ability to lift up to 50 pounds and frequently carry objects weighing up to 25 pounds.
  • Frequent overhead reaching and bending may be required.

MORE ABOUT GUIDEIT
Headquartered in Plano, Texas, our services and solutions are designed to align technology with business outcomes, maximize value through cost management, and enable rapid, proactive responses to change. At GuideIT, we seek candidates who demonstrate integrity and thrive in a collaborative environment built on mutual trust and respect. Our team members are results-oriented and highly adaptable. We offer competitive compensation, performance-based bonuses, 401K, health, dental, and vision insurance, paid holidays, and paid time off.

GuideIT is committed to Equal Employment Opportunity, promoting a workplace free from discrimination based on sex, race, color, ancestry, religious creed, national origin, pregnancy, physical or mental disability, medical condition, age, marital status, political affiliation, sexual orientation, disabled veteran status, or Vietnam era veteran status.

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