Service Desk Analyst

Job Family:

User Support

Travel Required:

None

Clearance Required:

None

What You Will Do:

· Provide Tier 2 / Back-end IT support to internal users

· Troubleshoot and resolve hardware, software, application, network, user access, or related issues

· Create and manage tickets in helpdesk ticketing systems (e.g., ServiceNow)

· Provide in-person support for walk-up technical issues

· Escalate more complex problems or unresolved issues to the next level of support

· Assist with in-office meetings utilizing Surface Hubs and Owl conferencing systems

· Support onboarding of new employees, including laptop setup and introductory IT support

· Host or assist with IT support calls for new hires or technical issues

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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

What You Will Need:

· 3+ 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 and remotely via phone, chat, and email

· Strong communication (written and verbal), multitasking, and customer service skills

· Ability to work effectively in a team environment to maintain Service Desk coverage and support model

· Proficient in managing and prioritizing multiple tasks

· Experience supporting smartphones including iPhone and Android models

· Strong problem-solving skills

· Must be proactive, punctual, and able to multitask efficiently

· Strong planning and organizational skills

· Demonstrated skills in working with users in person and remotely

· Advanced proficiency in Lithuania/English

What Would Be Nice To Have:

· College degree is a plus

· Experience working with Audio/Visual conferencing equipment

· Experience with minor troubleshooting for printers

· ITIL/Industry Certifications

#LI-ML1

The annual salary range for this position is €29,000.00-€48,000.00. 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.

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:

• Personal and professional growth opportunities

• Hybrid work model

• 3 Additional Annual vacation days

• New and innovative office space

• Multicultural and young contemporary teams

• Private health insurance and various discounts

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.

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.