Service Desk Agent

Guidehouse is a leading global provider of consulting services to the public and commercial markets with broad capabilities in management, technology, and risk consulting. We help clients address their toughest challenges and navigate significant regulatory pressures with a focus on transformational change, business resiliency, and technology-driven innovation. Across a range of advisory, consulting, outsourcing, and digital services, we create scalable, innovative solutions that prepare our clients for future growth and success. The company has more than 10,000 professionals in over 50 locations globally. Guidehouse is a Veritas Capital portfolio company, led by seasoned professionals with proven and diverse expertise in traditional and emerging technologies, markets, and agenda-setting issues driving national and global economies. For more information, please visit: www.guidehouse.com.

This role will be for an experienced IT support individual who can work in a fast-paced, service oriented ServiceDesk for the Guidehouse IT team. The individual will be required to work closely with others in the Guidehouse IT Support staff to resolve the issues of Guidehouse’s client service staff (in office and remote locations).

The role will include answering incoming phone and chat interactions with GH client service staff, documenting and reporting issues to GH IT leadership, and a demonstrable professional communication style, both verbal and written. The individual will need to be able to team well with other GH IT help desk staff and the GH IT Engineering team in the effort to support all levels of GH staff, from Associate to Partner, with the utmost professionalism,

Essential Job Functions

End User Support - Internal

• Provide 1^st and 2^nd level IT support to global workforce via telephone, email, chat or instant message
• Troubleshoot and resolve hardware, software, application, network, user access, or related issues
• Create tickets and document all activities in helpdesk ticketing systems
• Interact with engineering, and/or applications development to restore service and/or identify and correct core problems
• 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 teamwork and call queues

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
• Create/maintain support documentation and procedures
• 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.

• 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
• Experience answering phone and chat interactions in a high paced service desk with a professional demeanor
• 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 documenting processes and procedures to comply with required IT standards
• Experience supporting smart phones including iPhone and Android models
• Strong problem-solving skills
• Effective oral and written communicator
• Must be proactive, punctual and be able to multitask efficiently.
• Strong planning and organizational skills
• College degree is a plus
• 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 and document new technologies/solutions
• Demonstrate solid skills to provide basic IT support and respond to client incidents/requests

The successful candidate must not be subject to employment restrictions from a former employer (such as a non-compete) that would prevent the candidate from performing the job responsibilities as described.

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.

Rewards and Benefits

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
• Tuition Reimbursement, Personal Development & Learning Opportunities
• Skills Development & Certifications
• Employee Referral Program
• Corporate Sponsored Events & Community Outreach
• Emergency Back-Up Childcare Program

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