Job Information
Guidehouse Service Desk, Tier 2/Back-End Support Agent in SAN ANTONIO, Texas
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
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 :
Bachelor's Degree and minimum 4 years of prior relevant experience OR 8 years of relevant experience in lieu of degree
5+ years of Tier 2/Back-end professional experience working on a Service Desk
Ability to obtain a National Security Clearance or a U.S. Federal Government Public Trust
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
Preference 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.