Service Desk Back End Support

• 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
• If necessary, provide in-office 1st and 2nd level Deskside IT support to the Guidehouse offices in McLean, VA, Arlington, VA and Rockville, MD
• 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

• Bachelor's Degree, plus minimum 4+ years of experience OR 8+ years of experience in lieu of degree
• 5+ years of Tier 2/Back-end professional experience working on a Service Desk
• 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

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 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.