Help Desk Technician

US132 Guidehouse Digital, LLC; Kansas City (MO); Hybrid; USD 31,000 - 51,000; Full time

Benefits offered by this job

Medical insurance

401(k) Retirement Plan

Paid holidays

Parental leave

Training opportunities

Employee assistance program

Job summary

Guidehouse is seeking an on-site or remote IT support specialist to provide end-user support for PCs, servers, cloud applications, data and voice networks, and ERP systems. You will diagnose problems through user discussions and coordinate with internal teams or vendors to resolve issues.

Responsibilities include administering Windows Servers (Active Directory), handling deployments and infrastructure problems, managing ServiceNow queues, and delivering 2nd level AD/IT support and end-user

Qualifications

• High School Diploma and 3+ years of relevant experience.
• Troubleshooting in Microsoft Windows Active Directory environment including group policy and preferences design.
• 2+ years of hands-on IT customer service with Windows systems.
• Experience with helpdesk support and timely problem resolution.
• Must pass Federal Background Investigation.

Responsibilities

• Administer Windows Servers (Active Directory).
• Resolve deployment and infrastructure problems, including server troubleshooting.
• Manage ServiceNow ticket queues.
• Provide 2nd level AD/IT support and client IT services.
• Train end users on new systems and software.
• Support civilian and Federal customers with website issues.

Skills

Windows Server

Active Directory

Helpdesk support

Customer service

Troubleshooting

Education

High School Diploma

Tools

ServiceNow

Windows OS

SQL scripting

Job description

Job Family: User Support

Travel Required: None

Clearance Required: Ability to Obtain Public Trust

Job Description Summary Responsible for providing on-site or remote support to employee end users in areas of personal computers, servers, cloud applications, data and voice network, and ERP systems. Diagnoses problem source through discussions with users and coordinates with internal organization support or vendors to resolve problems. Responds to user requests to research complex problems associated with telecommunications networks. Provides real-time end user ERP systems support, problem identification, and training to facilitate knowledge transfer and prevent problem reoccurrence.

Job Description Level Description - Established individual contributor focused on routine delivery, requiring experience - Follows detailed instructions for new activities or special assignments - Explains practices, procedures, and policies to reach agreement with others Organization Impact & Communication - Follows routines to achieve day-to-day objectives, exercising some autonomy to deviate from standard approach - Explains practices, procedures, and policies to reach agreement with others - Communicates information that requires some explanation or interpretation Innovation & Complexity - Established individual contributor focused on routine delivery, requiring experience - Completes tasks that are typically routine, with occasional deviation from standard practice - Problems faced are routine in nature, uses prescribed guidelines or policies to analyze and resolve problems Leadership & Talent Management - Follows detailed instructions for new activities or special assignments - Works under significant or moderate supervision Knowledge & Experience - Requires basic job knowledge of support services and procedures obtained through prior work experience - Typically requires a high school diploma and 1-3 years of prior relevant experience; some roles may require vocational or technical education (Relevant experience may be substituted for formal education)

What You Will Do:

• Administer Microsoft Windows Servers (Active Directory).
• Resolve technical problems related to application deployments and infrastructure, including server troubleshooting.
• Manage and work ticket queues in ServiceNow.
• Resolve technical problems related to application deployments and infrastructure, including server troubleshooting.
• Provide 2nd level support for Active Directory Services, client IT and telecommunications.
• Support most USDA Business website applications.
• Provide some training to end users on new and updated systems and software.
• Work with civilian customers as well as Federal employees to trouble shoot issues with websites.
• Perform user account maintenance tasks, archiving defunct credentials, and monitoring login systems for suspicious trends.
• Perform troubleshooting, maintenance, and optimization of software applications.
• Provide training to clients in use of web-based systems and applications.
• Working Hours for this position will be 9:00 AM CST to 5:00 PM CST
• The candidate will need to be available for training conducted during regular business hours (10:00am-6:30pm CST) for the first few weeks in the position.

What You Will Need:

• Will require a High School Diploma and Three (3+) years of prior relevant experience.
• Provide troubleshooting, testing and analysis with a Microsoft Windows Active Directory environment to include group policy and group policy preferences design and troubleshooting.
• TWO (2+) years of experience in hands on IT customer service with supporting and troubleshooting Windows systems.
• Experience with helpdesk support
• Efficiently install and maintain software on the desktops. Resolve help desk problems in a timely and efficient manner.
• Perform user account maintenance tasks, archiving defunct credentials and monitoring login systems for suspicious trends.
• Strong analytical skills and attention to detail.
• Excellent written and verbal communication skills to communicate with key stakeholders, process owners, and customers to manage expectations, eliminate gaps, and ensure success.
• U.S. Citizen or Green card is required for the position.
• Candidate must successfully pass a Federal Background Investigation.

What Would Be Nice To Have:

• Some Linux server experience.
• ITIL v4 preferred.
• Experience creating SQL scripts.

The annual salary range for this position is $31,000.00-$51,000.00. Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs.

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
• Parental Leave
• 401(k) Retirement Plan
• Group Term Life and Travel Assistance
• Voluntary Life and AD&D Insurance
• Health Savings Account
• Health Care & Dependent Care
• Flexible Spending Accounts
• Transit and Parking
• Commuter Benefits
• Short-Term
• Long-Term Disability
• Tuition Reimbursement
• Personal Development
• Certifications
• Learning Opportunities
• Employee Referral Program
• Corporate Sponsored Events
• Community Outreach
• Care.com annual membership
• Employee Assistance Program
• Supplemental Benefits via Corestream (Critical Care, Hospital Indemnity, Accident Insurance, Legal Assistance and ID theft protection, etc.)
• Position may be eligible for a discretionary variable incentive bonus

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.

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 [e-mail].

Guidehouse is a global AI-led professional services firm delivering advisory, technology, and managed services to the commercial and government sectors. With an integrated business technology approach, Guidehouse drives efficiency and resilience in the healthcare, financial services, energy, infrastructure, and national security markets. Built to help clients across industries outwit complexity, the firm brings together approximately 18,000 professionals to achieve lasting impact and shape a meaningful future. guidehouse.com