DLP Pricing Help Desk

Guidehouse Inc.; San Antonio (TX); On-site; USD 42,000 - 68,000; Full time

Benefits offered by this job

Medical, Rx, Dental & Vision Insurance

401(k) Retirement Plan

Tuition Reimbursement

Employee Referral Program

Family Sick Time & Holidays

Job summary

Guidehouse Inc. in San Antonio, TX seeks a Customer Service/IT Support specialist to handle inquiries, registrations, and policy explanations for patients. You will respond to calls, emails, and chats, and troubleshoot hardware, software, and printer issues using remote tools.

The role requires a high school diploma, 1 year in Finance-related support, and knowledge of Windows/macOS, MS Office, and basic networking. Strong communication and empathy are essential.

Qualifications

• High School Diploma or GED required.
• 1 year of relevant experience in Finance.
• Technical knowledge: Windows/macOS operating systems, Microsoft Office, and basic networking (LAN/VPN).
• Strong verbal and written communication to explain technical ideas clearly.
• Client service: patience, empathy, and problem-solving attitude.

Responsibilities

• Respond to inquiries and facilitate registrations, referrals to classes, programs, screenings, and physician referrals.
• Explain policies and assist staff with reports.
• Answer incoming calls, emails, and chats for technical assistance.
• Diagnose and resolve hardware, software, and printer issues using diagnostic tools and remote-control software.
• Log, track, and update all support requests in the ticketing system with clear notes.
• Perform basic user management tasks like password resets and access provisioning.
• Escalate complex issues to Tier 2/Tier 3 IT specialists.
• Create and maintain user guides, FAQs, and internal troubleshooting knowledge base articles.

Skills

Customer service

Technical support

Communication skills

Time management

Education

High School Diploma or GED

Tools

MS Office

Remote-control software

Networking basics (LAN/VPN)

Job description

Job Family : Customer Service General

Travel Required : Up to 10%

Clearance Required : Active Public Trust

What You Will Do

• Responsible for responding to various inquiries that may include facilitating registration referrals to classes, programs, screenings and assist with physician referrals. Explains the organization's policies and procedures to patients and communicates their problems, questions and concerns to appropriate staff members. Assists staff in preparing reports.
• User Support: Answer incoming calls, emails, and chat messages for technical assistance.
• Troubleshooting: Diagnose and resolve hardware, software, and printer issues using diagnostic tools and remote-control software.
• Excellent time management and organizational skills.
• Ticket Management: Log, track, and update all support requests in the ticketing system with clear notes.
• Account Administration: Perform basic user management tasks like password resets and access provisioning.
• Escalation: Route complex or unresolved issues to Tier 2/Tier 3 IT specialists.
• Documentation: Create and maintain user guides, FAQs, and internal troubleshooting knowledge base articles.

What You Will Need

• High School Diploma or GED are required
• 1 year of relevant experience in Finance
• Technical Knowledge: Familiarity with Windows/macOS operating systems, Microsoft Office, and basic networking (LAN/VPN).
• Strong verbal and written skills with the ability to explain technical ideas in simple terms.
• Client Service: High patience, empathy, and a problem-solving attitude.

What Would Be Nice To Have

• 2-3 years of experience in an IT support or client service role
• Associate's/Bachelor's degree in IT or certifications (like CompTIA A+ or Microsoft Fundamentals)

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
• 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

About Guidehouse

Guidehouse is an Equal Opportunity Employer-Protected Veterans, Individuals with Disabilities 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.