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Senior Support Admin- Global Help Desk

  • Department Business Technology
  • Location United States - San Mateo, CA
As part of our Global Helpdesk team this position will function as first point of
contact providing day-to-day comprehensive technical support to end-users in the
areas of hardware, software applications, mobile devices, and network
connectivity.
The successful candidate will assume full ownership of request and
incident resolution, status and tracking of individually assigned tickets, as well as
complete Helpdesk tasks including initial ticket triage, prioritization and critical issues.

Role 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 follows 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

  • 7+ years in Desktop Support with solid hands-on experience with a variety of
  • operating systems, primarily Microsoft Windows 10 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:
  • MS O365 Suite, Cisco AnyConnect,
  • Zoom, Slack, Duo, Okta, ServiceNow
  • VIP/Executive Management support experience required!
  • Experience in creating easy to use end user and technical support documentation in
  • MS Office, Sharepoint, and Confluence
  • Knowledge of remote deployment tools such as: SCCM, JAMF and Intune
  • A fundamental understanding of virtual environments, utilizing such tools as
  • VMWare & AWS Workspace
  • Aptitude for understanding and solving hardware and software problems
  • and ability to determine user needs.
  • Knowledge and experience with remote troubleshooting; able to fix 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.
  • Education
  • Bachelor’s Degree in IT or Business Management preferred.

Competitive Benefits- flexible schedule (work from home 2 times per week)



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. 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 it's applicable to the position.

Disability Accommodations and Guidewire’s Appeals Process. Guidewire provides accommodations to the hiring process to create a fair opportunity for candidates with disabilities to contend for open positions. Accommodation requests should be directed to (650) 356-4940 or Accommodations@guidewire.com. If things do not go as hoped, we invite you to use our appeals process. Guidewire promises to independently review any denied accommodation and any decision not to offer you the position. The appeals process is the same in either case. Within five business days of receiving a notice of denial of an accommodation, or receiving a notice of your non-selection for a vacancy, call (650) 356-4940 or e-mail Accommodations@guidewire.com to make an appeal. Guidewire will assign a new decision-maker to review the request and/or hiring decision, who will then notify you in writing of a decision within 10 business days.
Talent rewards

The perks. The rewards. The good stuff.

We’re proud to shout about our awesome benefits packages. Holistic wellness is a big deal for us. We offer everything you need to support your work and, most importantly, your work-life balance. We’re committed to helping you be the best version of yourself. Inside and outside of work.

FINANCIAL

FINANCIAL

Receive market-competitive pay and incentive programs—because you deserve it! To help future-proof your income, we offer generous support through retirement savings plans.

HEALTH AND WELLNESS

HEALTH AND WELLNESS

Keep your physical and emotional health in tip-top shape with health insurance for you and your family, an employee assistance program, annual wellness reimbursement, and access to wellness resources.

FLEXIBLE WORKING

FLEXIBLE WORKING

Work in an environment where you’ll have the freedom and trust to make an impact, with time for your life outside of work.

DOWNTIME

DOWNTIME

Relax and kick back through our generous paid time-off programs. Make a difference in your community with three volunteer days each year. Take your own personal day of rest with My Day. We also offer 16 weeks of paid leave for all new parents.

CONTINUAL DEVELOPMENT

CONTINUAL DEVELOPMENT

We encourage self-directed learning, giving you every chance to become a better version of yourself, both professionally and personally. At Guidewire, lifelong learning is here for the taking.

CAREER MOBILITY

CAREER MOBILITY

Your career opportunities are only limited by your own imagination. Guidewire’s community is filled with chances to expand your horizons across any of our teams or worldwide‌‌‌‌‌‌‌ locations.