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GuideIT

IT Service Desk Associate

GuideIT

IT Service Desk Associate providing technical support and troubleshooting in a hybrid role. Supporting end users in the Dallas/Fort Worth area with IT-related issues and solutions.

Posted 7/14/2026full-timePlano • Texas • 🇺🇸 United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing first-level technical support, troubleshooting hardware and software issues, and maintaining documentation in a Microsoft environment. Proficient in using incident tracking systems and remote control tools to resolve end-user problems effectively.

Highest-signal resume keywords
Technical TroubleshootingMicrosoft Operating SystemsIncident Tracking SystemITIL TrainingDesktop Remote Control Tools

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Technical TroubleshootingMicrosoft Operating SystemsIncident Tracking SystemActive DirectoryMFADell HardwareHP HardwareLenovo HardwareSoftware TroubleshootingHardware Troubleshooting
Soft Skills
Strong Communication SkillsInterpersonal Skills
Tools & Technologies
Desktop Remote Control ToolsMicrosoft Office 2003Microsoft Office 2007Microsoft Office 2010Microsoft Office 2013Microsoft Office 365
Certifications & Qualifications
ITIL Training
Industry Keywords
Service Desk SupportCall Center EnvironmentDocument ChangesVersion Control Processes

About the role

Key responsibilities & impact
  • Provide first level technical support to end users for technology-related issues
  • Experience with Desktop Remote Control tools (i.e., 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

Requirements

What you’ll need
  • 1+ years of technical troubleshooting experience
  • Strong communication and interpersonal skills
  • Microsoft Operating Systems experience: 1+ years of Service Desk support experience in a Microsoft environment that includes Windows XP and Windows 7
  • Microsoft Office suites including Office 2003, Office 2007, Office 2010, Office 2013 and Office 365
  • Experience with Dell, HP or Lenovo hardware (laptops/desktops/printers)
  • Experience with other applications such as Active Directory, MFA, etc.
  • ITIL training and/or experience
  • Previous experience in a call center environment
  • Applied experience troubleshooting software and hardware issues on laptops, desktops, printers, mobile devices and phones

Benefits

Comp & perks
  • Health, dental and vision insurance coverage
  • Paid holidays
  • Paid time off for full-time employees
  • 401K with match
  • Performance-based bonuses