Job Family : User Support
User Support
Travel Required : None
None
Clearance Required : None
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.
These duties will be performed in a highly professional manner, utilizing your great verbal and written communication skills.
Essential Job Functions :
Technical Support - Internal
Provide 1st and 2nd level IT support to global workforce in incoming phone calls to the service desk
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)
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
What You Will Need :
Bachelors Degree with 2 years of prior relevant experience; OR 6 years of relevant experience in lieu of degree
Strong communication (written and verbal), multitasking and customer service skills
Work effectively in a team environment to maintain Service Desk coverage and support model
Proficient in managing multiple tasks at one time and prioritizing said tasks
Experience supporting smart phones including iPhone and Android models
Strong problem-solving skills
Must 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 employees
Microsoft certifications are a plus
Experience working in an ITIL environment is a plus
Demonstrated ability to learn new technologies / solutions
Demonstrate solid skills to provide basic IT support and respond to client incidents / requests
Working knowledge and hands-on support of Windows 10 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, OneDrive) is preferred as well as an understanding of cloud computing
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
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