Helpdesk Specialist II

Guidehouse; San Antonio (TX); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Comprehensive benefits package

Competitive retirement plan

Paid holidays and leave

Job summary

Guidehouse is seeking a Helpdesk Specialist II to provide advanced technical support for software, hardware, and networking. The role requires US Citizenship and the ability to obtain and maintain a SECRET clearance, with travel up to 25% and a 24/7/365 support environment.

Responsibilities include diagnosing and resolving issues across client systems, documenting actions, and coordinating with cross-functional teams to restore services while supporting knowledge transfer and user training where

Qualifications

• Provides Tier I and II technical software, hardware and network problem resolution for clients.
• Familiar with service desk support methodology and ITIL concepts.

Responsibilities

• Provide Tier I and II technical assistance for software, hardware, and networking issues.
• Guide users through problem resolution and document the steps taken.
• Interact with network services, software engineering, and applications development to restore services.
• Maintain network diagrams and records and provide training or information as needed.

Skills

Customer support

Troubleshooting

PC/Network basics

Service Desk

Education

HS Diploma

Job description

Job Family:User SupportTravel Required:Up to 25%Clearance Required:Active SecretWhat You Will Do:Helpdesk Specialist II (SCA Occupation; Personal Computer Support Technician) will provide advanced technical advice and guidance on company technical software and hardware. What you will be doing (but not limited too):Provides Tier I and II technical software, hardware and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services.Uses automated information systems to analyze routine situations.Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action.Resolves problems or contacts more senior technical support as necessary.Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available.Conducts technical research for source of information required in support of request for information related to ongoing programs and proposal efforts.Maintains network diagrams and circuit records.Instructs users in the use of PCs and networks. May perform basic PC, PBX, and network software programming.Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.What You Will Need: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" security clearance; candidates must obtain approved adjudication of clearance prior to onboarding with Guidehouse. Candidates with an ACTIVE "SECRET" or higher-level clearance are preferred.Security+ Certified OR CompTIA certification and enrolled in the CompTIA Continuing Education (CE) ProgramAbility to work in a 24/7/365 environment including holidaysFamiliar with Service Desk support methodologyWhat Would Be Nice To Have:CompTIA A+ certification or equivalent preferredHDI certification or equivalent preferredRelevant technical certifications preferredFamiliar with ITILWhat 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 InsurancePersonal and Family Sick Time & Company Paid HolidaysParental Leave401(k) Retirement PlanGroup Term Life and Travel AssistanceVoluntary Life and AD&D InsuranceHealth Savings Account, Health Care & Dependent Care Flexible Spending AccountsTransit and Parking Commuter BenefitsShort-Term & Long-Term DisabilityTuition Reimbursement, Personal Development, Certifications & Learning OpportunitiesEmployee Referral ProgramCorporate Sponsored Events & Community OutreachCare.com annual membershipEmployee Assistance ProgramSupplemental 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 bonusAbout GuidehouseGuidehouse 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]. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com or [e-mail]. Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse. Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process.If any person or organization demands money related to a job opportunity with Guidehouse, please report the matter to Guidehouse’s Ethics Hotline. If you want to check the validity of correspondence you have received, please contact [e-mail]. Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicant’s dealings with unauthorized third parties.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.