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:

• 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
• 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
• 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

The annual salary range for this position is $51,000.00-$85,000.00. Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs.

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

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. 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. All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com or guidehouse@myworkday.com. 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 Guidehouse's Ethics Hotline. If you want to check the validity of correspondence you have received, please contact recruiting@guidehouse.com. Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicant's 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.