Service Desk Front Line Support Agent

Job Family: User Support Travel Required: Up to 10% 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. 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 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 a global AI-led professional services firm delivering advisory, technology, and managed services to the commercial and government sectors. With an integrated business technology approach, Guidehouse drives efficiency and resilience in the healthcare, financial services, energy, infrastructure, and national security markets. Built to help clients across industries outwit complexity, the firm brings together approximately 18,000 professionals to achieve lasting impact and shape a meaningful future. Guidehouse is an Equal Opportunity Employer-Protected 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. guidehouse.com #J-18808-Ljbffr Dovel Technologies, Inc