Support Admin - Global Help Desk

Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently. Guidewire combines core, data, digital, analytics, and AI to deliver their platform as a cloud service. More than 400 insurers run on Guidewire. They have over 1000 successful projects and the largest R&D team and partner ecosystem in the industry.

• 4+ years experience in Desktop Support with hands-on experience with operating systems, primarily Microsoft Windows 10, Windows 11, and Apple OS X
• Hands-on experience with Active Directory, Active Sync, Exchange, and 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, and ServiceNow
• VIP/Executive Management support experience
• Experience creating technical support documentation in MS Office, Google Docs, SharePoint, and Confluence
• Knowledge of remote deployment tools such as SCCM, JAMF, Autopilot, and Intune
• Understanding of virtual environments, using tools like VMware and AWS Workspace
• Aptitude for troubleshooting hardware and software problems remotely
• Excellent oral and written communication skills
• Strong organizational and prioritization skills
• Willingness to work flexible hours and participate in on-call rotation
• Physical ability to lift and install equipment
• Team player with knowledge sharing skills

• Perform analysis, diagnosis, and resolution of hardware and software problems for end-users, including off-site repair for remote users
• Prioritize, schedule, update incidents and requests, escalate when required
• Provide direct support for Windows and Mac OS X endpoints
• Provide meeting support with Audio Visual, Audio, and Video Conferencing equipment and services
• Initiate improvements to raise service quality and efficiency, expand knowledge base documentation and self-service
• Provide end user training on various services and systems
• Participate in weekly operational meetings and assigned IT projects

Guidewire Software Inc. provides equal employment opportunities to all applicants and prohibits discrimination and harassment. All offers are contingent upon passing criminal history and other background checks where applicable. Reasonable accommodations are provided to individuals with disabilities during application, interview processes, and employment.