Support Admin Global Help Desk

Summary

Job Description

Roles and Responsibilities:

• Perform analysis diagnosis and resolution of hardware and software problems for end-users and recommend and implement corrective solutions including off-site repair for remote users as needed
• Prioritize schedule and update incidents and requests as well as escalate incidents outside the HelpDesk to the appropriate IT teams when required
• Provide direct support for Windows and Mac OS X endpoints ensuring endpoints are up-to date and compliant with IT standard configurations and procedures
• Provide meeting support with Audio Visual Audio and Video Conferencing equipment and services
• Initiate improvements to raise the quality and efficiency of service to end users expanding knowledge base documentation and self-service opportunities
• Provide end user training on various services and systems
• Participate in weekly operational meetings
• Participate in assigned IT Projects

Skills and Experience:

• 4 years in Desktop Support with solid hands on experience with a variety of operating systems primarily Microsoft Windows 10 & 11 and Apple OS X
• Hands-On experience on Active Directory Active Sync Exchange Apple support.
• Understanding of network protocols and exposure to VPN and Network Access Control troubleshooting
• Experience supporting applications such as: Google workspace Suite Zscaler Zoom Slack Okta ServiceNow
• VIP/Executive Management support experience required
• Experience in creating easy to use end user and technical support documentation in MS Office/Google Doc SharePoint and Confluence
• Knowledge of remote deployment tools such as: SCCM JAMF Autopilot and Intune
• A fundamental understanding of virtual environments utilizing such tools as VMWare & AWS Workspace
• Aptitude for understanding and troubleshooting hardware and software problems and ability to determine user needs
• Knowledge and experience with remote troubleshooting; able to troubleshoot without seeing the system
• Excellent oral and written communication skills including customer facing soft skills demonstrating personal and business maturity
• Strong organizational skills and the ability to prioritize effectively must be able to perform a variety of tasks and assignments without sacrificing quality of work
• Willingness and ability to work flexible hours and on-call rotation is required
• Be a team player. Ability and desire to share knowledge with members of the team
• Physical ability to lift and install equipment (computers and peripherals) in and around desks and small places.

About Guidewire:

Guidewire is the platform P&C insurers trust to engage innovate and grow efficiently.

Guidewire combines core data digital analytics and AI to deliver our platform as a cloud service. More than 400 insurers including the largest and most complex in the world run on Guidewire.

As a partner to our customers we continually evolve to enable their success. We are proud of our unparalleled implementation track record with 1000 successful projects supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of add-ons that accelerate integration localization and innovation.

Guidewire Software Inc. provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws. All offers are contingent upon passing a criminal history and other background checks where its applicable to the position.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform essential job functions and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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About Guidewire

Guidewire is the platform P&C insurers trust to engage innovate and grow efficiently. We combine digital core analytics and AI to deliver our platform as a cloud service. More than 540 insurers in 40 countries from new ventures to the largest and most complex in the world run on Guidewire.

As a partner to our customers we continually evolve to enable their success. We are proud of our unparalleled implementation track record with 1600 successful projects supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of applications that accelerate integration localization and innovation.

For more information please visit and follow us on Twitter: @GuidewirePandC.

Guidewire Software Inc. is proud to be an equal opportunity and affirmative action employer. We are committed to an inclusive workplace and believe that a diversity of perspectives abilities and cultures is a key to our success. Qualified applicants will receive consideration without regard to race color ancestry religion sex national origin citizenship marital status age sexual orientation gender identity gender expression veteran status or disability. All offers are contingent upon passing a criminal history and other background checks where its applicable to the position.