Service Desk, Tier 2/Back-End Support Agent - Guidehouse : Job Details

Job Family:

User Support

Travel Required:

Up to 10%

Clearance Required:

None

What You Will Do:

Essential Job Functions

* Technical Support - Internal

* Provide Tier 2 / Back-end IT support

* 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

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:

* Bachelor's Degree and minimum 4 years of prior relevant experience OR 8 years of relevant experience in lieu of degree

* 5+ years of Tier 2/Back-end professional experience working on a Service Desk

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

* Working knowledge and hands-on support of Windows 10 and Windows 11 in an Active Directory environment

* Experience with Microsoft operating systems and Microsoft Office including Microsoft Teams

* Experience with Microsoft O365 and Microsoft Intune

* Experience supporting Microsoft Azure, Office 365, and Microsoft technologies (SharePoint, OneDrive) is preferred as well as an understanding of cloud computing

* Experience working professionally with customers in person as well as remotely via phone, chat, and email

* Strong communication (written and verbal), multitasking and customer service skills

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

* Proficient in managing multiple tasks at one time and prioritizing said tasks

* Experience supporting smart phones including iPhone and Android models

* Strong problem-solving skills

* Must be proactive, punctual and be able to multitask efficiently.

* Strong planning and organizational skills

* Demonstrated skills in working with users in person and remotely

What Would Be Nice To Have:

* Experience working with Audio/Visual conferencing equipment

* Experience with minor troubleshooting for printers

* Preference will be given to candidates who are located within 50 miles of a Guidehouse 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 Employment Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, citizenship status, military status, protected veteran status, religion, creed, physical or mental disability, medical condition, marital status, sex, sexual orientation, gender, gender identity or expression, age, genetic information, 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 1-571-###-#### or via email at [email protected]. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.

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.