Service Desk Front Line Support Agent

Job Family:

Travel Required:

Clearance Required:

What You Will Do:
Guidehouse is looking for an IT professional with experience providing technical support in a fast-paced service-oriented environment. As part of the Guidehouse Service Desk team this individual will work closely with other IT professionals to resolve technical issues and provide essential services to Guidehouse employees working in over 60 offices and remotely around the globe.

The role will include troubleshooting software/hardware issues and technical requests from employees via a multi-channel contact center including telephone chat email and through our ServiceDesk portal. Resolving these issues will require researching our extensive Knowledgebase for solutions to common problems troubleshooting new or infrequent issues and documenting newly found technical scenarios work arounds. Being successful will also be dependent on your ability to team with other GH IT staff including our highly technical engineering team.

Essential Job Functions:

• Technical Support - Internal

• Provide in-office support for 1st and some 2nd level IT support to the Guidehouse offices in McLean VA Arlington VA Rockville MD and other local offices

• Provide in-office (Mclean VA) Onboarding troubleshooting for end users and facilitation technology

• Provide mobile 1st level support to end users using a call center platform

• Troubleshoot and resolve hardware software application network user access or related issues

• Create tickets and document all activities in helpdesk ticketing systems

• Escalate more complex problems or unresolved issues to next level of support

• Utilize and become proficient with Guidehouse s standard support tools (i.e. Service Now)

• Assist with in-office meetings utilizing Surface Hubs and Owl conferencing systems

• Monitor call queues and ensure incoming calls are answered as efficiently as possible

Additional Responsibilities:

• Address client questions using available information resources

• Comply with Corporate IT Service Management and Service Desk policies procedures and directives

• Achieve metrics in support of service level agreements client satisfaction surveys and completed incidents/requests

• Recommend process changes as needed to improve service levels

• Communicate company policies and standards

• Stay current with information technology systems and industry trends

• Provide evening and weekend support (off-hours support) as assigned on a rotating basis

What You Will Need:

• Requires a Bachelors degree and 2 years of prior relevant experience; OR 6 years of relevant experience in lieu of degree

• Ability to obtain a National Security Clearance or a U.S. Federal Government Public Trust

• Working knowledge and hands-on support of Windows 11 in an Active Directory environment

• Experience with Microsoft operating systems and Microsoft Office including Microsoft Teams Microsoft Azure Office 365 Intune and Microsoft technologies (SharePoint OneDrive) is preferred as well as an understanding of cloud computing

• Demonstrated skills in working professionally with users remotely via phone chat email and in person

• Experience providing technology support and working directly with C-Suite and Executive leadership

• Strong communication (written and verbal) planning organizational skills managing/prioritizing multiple tasks problem-solving skills and customer service skills

• Work effectively in a team environment to maintain Service Desk coverage and support model

• Experience supporting smart phones including iPhone and Android models

• Must be proactive punctual and be able to multitask efficiently

What Would Be Nice To Have:

• Microsoft certifications are a plus

• Experience working in an ITIL environment is a plus

• Demonstrated ability to learn new technologies/solutions

• Preference will be given to candidates who are located within 50 miles of our Mclean VA office

What We Offer:

Guidehouse offers a comprehensive total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

• Medical Rx Dental & Vision Insurance

• Personal and Family Sick Time & Company Paid Holidays

• Position may be eligible for a discretionary variable incentive bonus

• Parental Leave and Adoption Assistance

• 401(k) Retirement Plan

• Basic Life & Supplemental Life

• Health Savings Account Dental/Vision & Dependent Care Flexible Spending Accounts

• Short-Term & Long-Term Disability

• Student Loan PayDown

• Tuition Reimbursement Personal Development & Learning Opportunities

• Skills Development & Certifications

• Employee Referral Program

• Corporate Sponsored Events & Community Outreach

• Emergency Back-Up Childcare Program

• Mobility Stipend

About Guidehouse

Guidehouse is an Equal Opportunity EmployerProtected Veterans Individuals with Disabilities or any other basis protected by law ordinance or regulation.

Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

If you have visited our website for information about employment opportunities or to apply for a position and you require an accommodation please contact Guidehouse Recruiting at 1- or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.

All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @ or . Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse. Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process.

If any person or organization demands money related to a job opportunity with Guidehouse please report the matter to Guidehouses Ethics Hotline. If you want to check the validity of correspondence you have received please contact . Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicants dealings with unauthorized third parties.

Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.