Service Desk Front Line Support Agent

Guidehouse•Tysons Corner, VA

13h

About The Position

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 ServiceDesk 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 work arounds. Being successful will also be dependent on your ability to team with other GH IT staff, including our highly technical engineering team. Essential Job Functions: Technical Support - Internal 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 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 Monitor call queues and ensure incoming calls are answered as efficiently as possible Additional Responsibilities: 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

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

Nice To Haves

Microsoft certifications are a plus
Experience working in an ITIL environment is a plus
Demonstrated ability to learn new technologies/solutions
Preference will be given to candidates who are located within 50 miles of our Mclean, VA, office

Responsibilities

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
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
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

Benefits

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