Service Desk Back End

Job Family: User Support

Travel Required: Up to 10%

Clearance Required: None

• 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, One Drive) 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

• 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 Pay Down
• 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 or via email at Recruitin All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.