Guidehouse

Service Desk Back End Support

Guidehouse • $70K — $95K *
Mclean, VA 22101In-Person
Information Technology
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's Degree with 4+ years of experience or 8+ years of experience in lieu of a degree
  • 5+ years of Tier 2/Back-end experience in a Service Desk role
  • Hands-on support experience with Windows 10 and 11 in an Active Directory setting
  • Knowledge of Microsoft Office applications, including Teams
  • Experience with Microsoft O365, Intune, and familiarity with cloud technologies
  • Effective communication and customer service skills, both written and verbal
  • Proven ability to multitask and manage priorities effectively

Responsibilities

  • Provide internal technical support for users
  • Troubleshoot and resolve a range of IT-related issues
  • Document support activities in the helpdesk ticketing system
  • Escalate complex problems to higher-level support as needed
  • Assist with in-office tech setups for meetings and conferences
  • Meet established metrics and service level agreement goals
  • Stay updated on technology trends and support tools

Benefits

  • Comprehensive medical, dental & vision insurance
  • Paid sick time and company holidays
  • 401(k) retirement plan
  • Short-term and long-term disability coverage
  • Tuition reimbursement and professional development opportunities
  • Emergency back-up childcare program
  • Mobility stipend
Full Job Description
Job Family:
User Support

Travel Required:
Up to 10%

Clearance Required:
None

What You Will Do:

Essential Job Functions:
  • Technical Support - Internal
  • Provide Tier 2 / Back-end IT support
  • 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
  • If necessary, provide in-office 1st and 2nd level Deskside IT support to the Guidehouse offices in McLean, VA, Arlington, VA and Rockville, MD
  • 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:
  • Bachelor's Degree, plus minimum 4+ years of experience OR 8+ years of experience in lieu of degree
  • 5+ years of Tier 2/Back-end professional experience working on a Service Desk
  • Working knowledge and hands-on support of Windows 10 and Windows 11 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
  • Experience working professionally with customers in person as well as remotely via phone, chat, and email
  • 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
  • Demonstrated skills in working with users in person and remotely


What Would Be Nice To Have:
  • Experience working with Audio/Visual conferencing equipment
  • Experience with minor troubleshooting for printers


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 a management consulting firm headquartered in Washington, D.C. The firm provides consulting services to clients in the public and commercial sectors, with a focus on energy, financial services, healthcare, national security, and aerospace and defense. Guidehouse was founded in 2018 as a spin-off from PwC. The firm has over 7,000 employees and operates in more than 50 locations worldwide.
Learn more about Guidehouse
Size
8,000 employees
Industry
Business Services
Founded
2018
* Ladders Estimates

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