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Service Desk Support Agent
GuidehouseGuidehouse IT service desk agent supporting employees across government and commercial offices. Troubleshooting Windows, Microsoft technologies, hardware, networks, and user access through multichannel support.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing technical support in a fast-paced environment, with a strong focus on troubleshooting software and hardware issues, utilizing tools like ServiceNow, and ensuring high levels of client satisfaction. Proficient in supporting Microsoft operating systems and cloud technologies while maintaining effective communication and teamwork.
Highest-signal resume keywords
Technical SupportWindows 11 SupportServiceNowMicrosoft OfficeCustomer Service
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingActive DirectoryCloud ComputingMicrosoft TeamsMicrosoft AzureOffice 365IntuneSharePointOneDriveMobile Device Support
Soft Skills
CommunicationProblem-SolvingOrganizational SkillsTeam CollaborationMultitasking
Tools & Technologies
Service Desk PortalHelpdesk Ticketing SystemsSurface HubsOwl Conferencing SystemsCall Center Platform
Certifications & Qualifications
Microsoft CertificationsITIL Certification
Industry Keywords
Service ManagementClient SatisfactionIncident ManagementPublic Trust ClearanceC-Suite Support
Tech Stack
Tools & technologiesAndroidAzureCloudITSMServiceNow
About the role
Key responsibilities & impact- Guide employees through technical support issues in a fast-paced, service-oriented environment
- Troubleshoot software, hardware, application, network, and user access issues through telephone, chat, email, and the ServiceDesk portal
- Research the Knowledgebase for solutions and document new technical scenarios and workarounds
- Provide in-office first-level and some second-level IT support to Guidehouse offices
- Provide in-office onboarding troubleshooting and facilitate technology
- Provide mobile first-level support using a call center platform
- Create tickets and document activities in helpdesk ticketing systems
- Escalate complex or unresolved problems to the next support level
- Use Guidehouse standard support tools, including ServiceNow
- Assist with in-office meetings using Surface Hubs and Owl conferencing systems
- Monitor call queues and ensure incoming calls are answered efficiently
- Address client questions using available information resources
- Comply with Corporate IT Service Management and Service Desk policies and directives
- Achieve service-level, client satisfaction, and incident/request completion metrics
- Recommend process changes to improve service levels
- Communicate company policies and standards
- Stay current with information technology systems and industry trends
- Provide assigned evening and weekend off-hours support on a rotating basis
Requirements
What you’ll need- Bachelor's degree and 2 years of 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
- Experience with Microsoft Teams, Microsoft Azure, Office 365, Intune, SharePoint, and OneDrive preferred
- Understanding of cloud computing
- Demonstrated ability to support users remotely via phone, chat, and email, and in person
- Experience providing technology support directly to C-Suite and executive leadership
- Strong written and verbal communication, planning, organizational, prioritization, problem-solving, and customer service skills
- Ability to work effectively in a team environment to maintain Service Desk coverage and support model
- Experience supporting iPhone and Android smartphones
- Ability to be proactive, punctual, and multitask efficiently
- Microsoft certifications are a plus
- ITIL environment experience is a plus
- Demonstrated ability to learn new technologies and solutions
- Preference for candidates located within 50 miles of the McLean, VA office
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