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Service Desk Support Agent
GuidehouseIT Professional providing technical support in a fast-paced service environment. Resolving technical issues for Guidehouse employees working in multiple offices and remotely.
Tech Stack
Tools & technologiesAndroidAzureCloudITSM
About the role
Key responsibilities & impact- Guidehouse is looking for an IT professional with experience providing technical support in a fast-paced, service-oriented environment
- Troubleshooting software/hardware issues and technical requests from employees via a multi-channel contact center including telephone, chat, email, and through our ServiceDesk portal
- Resolving technical issues and providing essential services to Guidehouse employees working in over 60 offices and remotely
- 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 center platform
- Create tickets and document all activities in helpdesk ticketing systems
- Escalate more complex problems or unresolved issues to next level of support
- Assist with in-office meetings utilizing Surface Hubs and Owl conferencing systems
- 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
Requirements
What you’ll need- 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, OneDrive) 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, organizational skills, managing/prioritizing 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
Benefits
Comp & perks- 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 PayDown
- Tuition Reimbursement, Personal Development & Learning Opportunities
- Skills Development & Certifications
- Employee Referral Program
- Corporate Sponsored Events & Community Outreach
- Emergency Back-Up Childcare Program
- Mobility Stipend
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supporttroubleshootingWindows 11Active DirectoryMicrosoft OfficeMicrosoft TeamsMicrosoft AzureOffice 365Intunecloud computing
Soft Skills
communicationplanningorganizational skillsproblem-solvingcustomer serviceteamworkmultitaskingproactivepunctual
Certifications
Bachelor's degreeNational Security ClearanceU.S. Federal Government Public Trust