Service Desk Back End

Job Family:
User Support

Travel Required:

Up to 10%

Clearance Required:

None

• Provide Tier 2 / Back-end IT support
• Technical Support - Internal
• 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 the next level of support
• Utilize and become proficient with Guidehouse’s standard support tools (e.g., Service Now)
• Assist with in‑office meetings utilizing Surface Hubs and Owl conferencing systems
• Provide 1st and 2nd level desktop IT support to the Guidehouse offices in McLean, VA, Arlington, VA, and Rockville, MD as needed
• 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 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) on a rotating basis

• Bachelor’s Degree and a minimum of 4+ years of experience, or 8+ years of experience in lieu of a 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) preferred along with an understanding of cloud computing
• Experience working professionally with customers in person, via phone, chat, and email
• Strong written and verbal communication, multitasking, and customer service skills
• Ability to work effectively in a team environment to maintain Service Desk coverage and support model
• Proficiency in managing multiple tasks simultaneously and prioritizing them
• Experience supporting smartphones (iPhone and Android models)
• Strong problem‑solving skills
• Proactive, punctual, and efficient multitasking with 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.

• 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 applicable law and the Fair Chance Ordinance of Los Angeles and San Francisco.