Service Desk Front Line Support Agent

IT Professional

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:

• Bachelor's Degree plus 2 years of prior relevant experience OR 6 years of relevant experience in lieu of degree
• Must be available to work from 10am to 7pm Central Time
• This hybrid role may require coming into the office as needed
• 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 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
• 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.

• 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

Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.