Sr. Desktop Support Analyst-Tulsa, OK

GuideIT; Tulsa (OK); On-site; USD 75,000 - 95,000; Full time

Job summary

GuideIT is seeking a Senior Desktop Support Analyst to join the EUS/EUC team in the Tulsa, OK area. This on-site role requires direct end-user support, collaboration with multiple teams, and leadership of junior staff.

The candidate should have 6+ years of IT support, experience with Windows 10/11, AD, and familiarity with SaaS phone systems like Teams or Zoom. Local commute to Tulsa is expected.

Qualifications

• High school diploma or GED required; BA/BS preferred.
• Bachelor’s degree in a related field preferred.
• Advanced certifications (Network+, CCNA) preferred.

Responsibilities

• Provide in-person, end-user computing support for directed offices and remote sites.
• Lead and mentor junior team members in providing support.
• Deliver outstanding customer support to End Users across information systems.
• Manage requests and incidents within SLA expectations in Service Management tools.
• Act as primary escalation point for complex issues and provide advanced troubleshooting.
• Participate in documentation to aid Level 1 Service Desk.
• Support Mobile Device Management and Directory Services as assigned.
• Maintain IT Asset Inventory at major offices.

Skills

End-user Support

Customer Communication

Escalation Management

Mobile Device Management

Active Directory

Networking Basics

VoIP/Unified Communications

Education

High school diploma

Bachelor’s degree preferred

Certifications: Network+ / CCNA / CompTIA A+

Tools

Active Directory

Job description

GuideIT is a US based technology services company focused on providing value to its customers through technology alignment and optimization.We are currently looking for a Senior Desktop Support Analyst to join our EUS/EUC team supporting customers in Tulsa, OK area. Thisroleison-site-onlylocalcandidateswillbeconsidered.

About the Role

This technology support position requires teamwork, communication, and a passion for working directly with end users in the Tulsa, OK area and remote offices located throughout the US. The qualified candidatemust be flexible to alternating locations, as directed, and will be collaborating with multiple teams.

Primary Duties

• Provide in-person, end-user computing support for users at directed offices and remote sites.
• Lead and mentor junior team members in providing support.
• Provide outstanding customer support to End Users on all information systems used.
• Perform Request and Incident Management processes within Service Level expectations (i.e., priority / escalation norms) in Service Management tools.
• Act as the primary escalation point for complex issues and provide advanced troubleshooting
• Participate in documentation activities to provide the Level 1 Service Desk with resolution opportunities as identified.
• Proactively communicate and deliver support at outstanding levels.
• Perform Mobile Device Management and administer Directory Services as assigned.
• Facilitate & maintain an accurate & ready IT Asset Inventory at major offices.
• 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.
• Support Infrastructure, Technical, Application, and Security maintenance projects as required.
• On-call flexibility to carry out virtual IT support and in-person EUC support.

Qualifications & Required Skills

• Min. 6 years of direct customer IT support
• Ability to adapt to new technology as it is introduced into the environment
• Experience supporting Windows 10/11 computers
• Ability to troubleshoot hardware / software issues on Laptops and Desktops
• SaaS Phone system experience (e.g., Teams Business Voice, Zoom)
• Basic audio/visual experience
• Experience managing Active Directory
• 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.
• Proven ability to support and communicate with executives

Education & Certifications

• High school diploma and/or GED certificate required
• Bachelor’s degree in a related field preferred
• Advanced certifications preferred (Network+, CCNA)
• CompTIA A+ Certification or higher is preferred

Position Location & Other Requirements

• Tulsa, OK
• Must be flexible to commute to Tulsa, OK to work from customer office regularly
• Must be flexible to on-call expectations and assigned shifts
• Ability to lift to 50 pounds maximum with frequent lifting/and or carrying objects weighing up to 25 pounds
• Dress code: business casual office attire

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 allow rapid, proactive response to change. At GuideIT, we are looking for candidates that have a high level of integrity and thrive in a team environment centered on mutual trust and respect. Our team members are results oriented and highly adaptable. In addition to a dynamic environment, GuideIT offers competitive pay, performance-based bonuses, 401K, health, dental and vision insurance coverage, paid holidays and paid time off.

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.