Job Family:

User Support

Travel Required:

None

Clearance Required:

None

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 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. 

These duties will be performed in a highly professional manner, utilizing your great verbal and written communication skills.

Essential Job Functions

Technical Support - InternalProvide 1st and 2nd level IT support to global workforce in incoming phone calls to the service deskTroubleshoot and resolve hardware, software, application, network, user access, or related issuesCreate tickets and document all activities in helpdesk ticketing systemsEscalate more complex problems or unresolved issues to next level of supportUtilize and become proficient with Guidehouse’ s standard support tools (i.e. Service Now)Monitor call queues and ensure incoming calls are answered as efficiently as possible

Additional Responsibilities

Address client questions using available information resourcesComply with Corporate IT Service Management and Service Desk policies, procedures and directivesAchieve metrics in support of service level agreements, client satisfaction surveys, and completed incidents/requestsRecommend process changes as needed to improve service levelsCommunicate company policies and standardsStay current with information technology systems and industry trendsProvide evening and weekend support (off-hours support), as assigned, on a rotating basis.

What You Will Need:

Requires a University Degree plus 2 years of prior relevant experience OR 6 years of relevant experience in lieu of degreeExperience working professionally with customers remotely via phone, chat, and emailStrong communication (written and verbal), multitasking and customer service skillsWork effectively in a team environment to maintain Service Desk coverage and support modelProficient in managing multiple tasks at one time and prioritizing said tasksExperience supporting smart phones including iPhone and Android modelsStrong problem-solving skillsMust be proactive, punctual and be able to multitask efficiently.Strong planning and organizational skills

What Would Be Nice To Have:

Demonstrated skills in working with remote employeesMicrosoft certifications are a plusExperience working in an ITIL environment is a plusDemonstrated ability to learn new technologies/solutionsDemonstrate solid skills to provide basic IT support and respond to client incidents/requestsWorking knowledge and hands-on support of Windows 10 in an Active Directory environmentExperience with Microsoft operating systems and Microsoft Office including Microsoft TeamsExperience with Microsoft O365 and Microsoft IntuneExperience supporting Microsoft Azure, Office 365, and Microsoft technologies (SharePoint, OneDrive) is preferred as well as an understanding of cloud computingPreference will be given to candidates who are located within 50 miles of a Guidehouse office

What We Offer:

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.

Benefits include:

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

About Guidehouse
Guidehouse is an Equal Employment Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, citizenship status, military status, protected veteran status, religion, creed, physical or mental disability, medical condition, marital status, sex, sexual orientation, gender, gender identity or expression, age, genetic information, 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 the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.

Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.