IT Help Desk Technician - 2nd Level Support

Guidehouse

Washington (District of Columbia)

Hybrid

USD 31,000 - 51,000

Full time

7 days ago

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Job summary

Guidehouse is seeking an IT Help Desk professional to provide on-site or remote support for Windows servers, AD, and ERP-related applications in a federal civilian environment. You will diagnose issues, manage ServiceNow tickets, and train end users to prevent recurring problems.

The role requires 3+ years of IT customer service, strong communication, and the ability to work with civilian and federal customers. Some Linux and SQL scripting experience is a plus; U.S.

Qualifications

3+ years of hands-on IT customer service experience.
Experience with Windows systems and Active Directory.
Experience with helpdesk support and ticketing systems (ServiceNow).
Excellent written and verbal communication skills for stakeholders and customers.
Background check and U.S. citizenship or green card requirement.
Linux experience and ITIL v4 are nice-to-have.
Experience creating SQL scripts is a plus.

Responsibilities

Administer Windows Servers (Active Directory).
Resolve problems related to application deployments and infrastructure.
Manage and resolve tickets in ServiceNow.
Provide 2nd level AD and IT support for end users.
Train end users on new systems and software.
Troubleshoot websites and client IT issues for civilian and federal customers.

Skills

Customer service

Communication skills

Analytical skills

Troubleshooting

Helpdesk support

Education

High School Diploma

Tools

SQL

Job description

The role requires 3+ years of IT customer service, strong communication, and the ability to work with civilian and federal customers. Some Linux and SQL scripting experience is a plus; U.S.

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