Service Desk Front Line Support Agent

Job Family

User Support

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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 centre including telephone, chat, email, and through our Service Desk 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.

• Technical Support - Internal
• Provide in‑office support for 1st and some 2nd level IT support to the Guidehouse offices in McLean, VA, Arlington, VA, Rockville, MD, and other local offices
• Provide in‑office (Mclean, VA) Onboarding troubleshooting for end users and facilitation technology
• Provide mobile 1st level support to end users using a call centre platform
• 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
• Utilise 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
• Monitor call queues and ensure incoming calls are answered as efficiently as possible

• 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

• Requires a Bachelors degree and 2 years of prior relevant experience; OR 6 years of relevant experience in lieu of degree
• Ability to obtain a National Security Clearance or a U.S. Federal Government Public Trust
• Working knowledge and hands‑on support of Windows 11 in an Active Directory environment
• Experience with Microsoft operating systems and Microsoft Office including Microsoft Teams, Microsoft Azure, Office 365, Intune and Microsoft technologies (SharePoint, One Drive) is preferred as well as an understanding of cloud computing
• Demonstrated skills in working professionally with users remotely via phone, chat, email, and in person
• Experience providing technology support and working directly with C‑Suite and Executive leadership
• Strong communication (written and verbal), planning, organisational skills, managing/p‑rioritising multiple tasks, problem‑solving skills and customer service skills
• Work effectively in a team environment to maintain Service Desk coverage and support model
• Experience supporting smart phones including iPhone and Android models
• Must be proactive, punctual and be able to multitask efficiently

• Microsoft certifications are a plus
• Experience working in an ITIL environment is a plus
• Demonstrated ability to learn new technologies/solutions
• Preference will be given to candidates who are located within 50 miles of our Mclean, VA, office

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…