Service Desk Front Line Support Agent
Apply Job ID 18193 Date posted 04/18/2024Job Family:
User Support
Travel Required:
Clearance Required:
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:
Ability to obtain a National Security Clearance or a U.S. Federal Government Public Trust
Bachelor’s Degree, plus 2 years of experience OR (6 years of experience can be substituted for 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
Demonstrate solid skills to provide basic IT support and respond to client incidents/requests
Working knowledge and hands-on support of Windows 10 & 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
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.