Support Admin - Global Help Desk

Guidewire is a platform trusted by property and casualty insurers to engage, innovate, and grow efficiently. It combines core, data, digital, analytics, and AI to deliver its platform as a cloud service. More than 400 insurers run on Guidewire, supported by the largest R&D team and partner ecosystem in the industry.

• 4+ years in Desktop Support with experience on Microsoft Windows 10 & 11 and Apple OS X
• Hands-on experience with Active Directory, Active Sync, Exchange, and Apple support
• Understanding of network protocols and troubleshooting VPN and Network Access Control
• Experience supporting applications like Google Workspace Suite, Zscaler, Zoom, Slack, Okta, ServiceNow
• VIP/Executive management support experience
• Creating end user and technical 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 VMware and AWS Workspace
• Aptitude for troubleshooting hardware and software issues remotely
• Excellent oral and written communication and customer-facing skills
• Strong organizational skills and ability to prioritize
• Willingness to work flexible hours and participate in on-call rotation
• Ability to share knowledge with team members
• Physical ability to lift and install equipment

• Perform analysis, diagnosis, and resolution of hardware and software problems for end-users, including off-site repair for remote users as needed
• Prioritize, schedule, update incidents and requests, escalating to IT teams when required
• Provide direct support for Microsoft Windows and Apple OS X endpoints
• Ensure endpoints are compliant with IT standards and procedures
• Provide meeting support with audio visual, audio, and video conferencing equipment and services
• Initiate improvements to raise service quality and efficiency, expanding 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 provides equal employment opportunities and prohibits discrimination based on protected characteristics. Offers are contingent on passing criminal history and background checks. Reasonable accommodations are provided for applicants with disabilities.