Advanced Helpdesk Technician (Secret Clearance)

Guidehouse; United States; On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Parental leave

Paid holidays

Training opportunities

Job summary

Guidehouse is seeking a Helpdesk Specialist II to provide advanced technical support for software, hardware, and networks. The role includes diagnosing issues, guiding users step-by-step, and escalating complex problems to senior staff where needed.

This position requires US citizenship, a SECRET clearance, and availability for 24/7 operations including holidays. Proficiency in Service Desk processes and relevant certifications is preferred; up-to-date IT certifications (Security+ / CompTIA CE)

Qualifications

• HS Diploma is required.
• Four years of overall work experience, two years with an Associates degree or zero with a bachelors.
• US Citizenship is contractually required.
• Must be able to obtain and maintain a Federal or DoD SECRET clearance; candidates with an ACTIVE SECRET or higher are preferred.
• Security+ Certification OR CompTIA certification and enrolled in the CompTIA CE Program.
• Ability to work in a 24/7/365 environment including holidays.
• Familiar with Service Desk support methodology.

Responsibilities

• Provides Tier I and II technical software, hardware and network problem resolution.
• Uses automated information systems to analyze routine situations.
• Reviews incoming requests, prioritize for proper action.
• Resolves problems or escalates to senior support as needed.
• Supports users with information and training on databases.
• Conducts technical research for information related to ongoing programs.
• Maintains network diagrams and circuit records.
• Instructs users in PC and network usage; may program basic PC, PBX, and network software.

Skills

Security clearance readiness

Service Desk familiarity

Problem-solving skills

Team collaboration

Education

HS Diploma

Associates degree

Tools

Security+ Certification

CompTIA CE Program

HDI certification

ITIL familiarity

Job description

Guidehouse is seeking a Helpdesk Specialist II to provide advanced technical support for software, hardware, and networks. The role includes diagnosing issues, guiding users step-by-step, and escalating complex problems to senior staff where needed.

This position requires US citizenship, a SECRET clearance, and availability for 24/7 operations including holidays. Proficiency in Service Desk processes and relevant certifications is preferred; up-to-date IT certifications (Security+ / CompTIA CE)