Service Desk Front Line Support Agent

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 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 and workarounds. Being successful also depends on the 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 great verbal and written communication skills.

• Provide 1st and 2nd level IT support to global workforce in incoming phone calls to the service desk.
• Diagnose 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 (e.g., Service Now).
• 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.

• Bachelor’s degree plus 2 years of prior relevant experience OR 6 years of relevant experience in lieu of degree.
• Must be available to work from 10am to 7pm Central Time.
• Hybrid role may require coming into the office as needed.
• 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 tasks.
• Experience supporting smart phones 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 remote employees.
• Microsoft certifications.
• Experience working in an ITIL environment.
• Demonstrated ability to learn new technologies/solutions.
• Demonstrated solid skills to provide basic IT support and respond to client incidents/requests.
• Working knowledge and hands‑on support of Windows 10 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) preferred; understanding of cloud computing.
• Preference for candidates located within 50 miles of a Guidehouse office.

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package reflecting our commitment to creating a diverse and supportive workplace.

• 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 &…