Helpdesk Specialist II

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

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Parental Leave

401(k) Retirement Plan

Employee Assistance Program

Tuition Reimbursement

Transit and Parking

Job summary

Guidehouse is seeking a Helpdesk Specialist II (SCA Occupation; Personal Computer Support Technician) to provide advanced technical support for software, hardware, and networks. The role involves diagnosing issues, guiding users through solutions, and escalating to senior staff when needed.

Candidates must have a HS Diploma, US citizenship, and the ability to obtain/maintain a SECRET clearance. Certifications such as Security+ or CompTIA CE are preferred, with a 24/7/365 work expectation and up

Qualifications

• HS Diploma required.
• Four years of overall work experience, two years with an Associates degree or zero with a bachelors.
• US Citizenship required; must obtain and maintain a Federal or DoD SECRET security clearance.
• 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

• Provide Tier I and II technical software, hardware and network problem resolution.
• Use automated information systems to analyze routine situations and prioritize requests.
• Review incoming requests and route to proper action; escalate when needed.
• Resolve problems or engage senior technical support as needed.
• Assist users with information and training for databases and tools.

Skills

Troubleshooting

Helpdesk Support

Network Basics

Customer Service

Education

HS Diploma

Security+ Certification

CompTIA CE Program

Job description

Job Family:

User Support

Travel Required:

Up to 25%

Clearance Required:

Active Secret

What 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 to):

• 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) Program
• Ability to work in a 24/7/365 environment including holidays
• Familiar with Service Desk support methodology

What Would Be Nice To Have:

• CompTIA A+ certification or equivalent preferred
• HDI certification or equivalent preferred
• Relevant technical certifications preferred
• Familiar with ITIL

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

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.

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.