Service Desk Front Line Support Agent

Job Family :

User Support

Travel Required :

None

Clearance Required :

None

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. These duties will be performed in a highly professional manner, utilizing your great verbal and written communication skills.

Essential Job Functions

Technical Support – Internal

Provide 1st and 2nd level IT support to global workforce in incoming phone calls to the service desk

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)

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 :

Bachelors Degree, plus 2-4 years of prior relevant experience OR 6 years of prior relevant experience in lieu of degree

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

Experience working professionally with customers 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

What Would Be Nice To Have :

Demonstrated skills in working with remote employees

Microsoft certifications are a plus

Experience working in an ITIL environment is a plus

Demonstrated ability to learn new technologies/solutions

Demonstrate solid skills to provide basic IT support and respond to client incidents/requests

Working knowledge and hands-on support of Windows 10 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

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 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com . 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.