IT Service Desk Specialist

US132 Guidehouse Digital, LLC; Kansas City (MO); Hybrid; USD 35,000 - 58,000; Full time

Benefits offered by this job

Medical Insurance

Retirement Plan

Paid Holidays

Tuition Reimbursement

Transit Benefits

Job summary

Guidehouse is seeking a skilled IT professional to administer Windows servers (Active Directory), resolve deployment issues, and manage ServiceNow tickets for USDA website applications.

The role requires 3+ years of IT support experience, the ability to obtain a Public Trust, and a bi-weekly night shift schedule. Competitive benefits are provided by Guidehouse.

Qualifications

• Minimum three years of IT support experience.
• Experience with Active Directory and Windows systems.
• Experience with ServiceNow ticketing.
• Ability to obtain and maintain a Public Trust clearance.
• U.S. Citizenship or Green Card required.

Responsibilities

• Administer Windows Servers (Active Directory) and address deployments.
• Resolve server and application deployment issues.
• Manage ServiceNow ticket queues and provide 2nd level support.
• Provide training to end users on new systems.
• Troubleshoot issues for civilian and federal users.
• Monitor login systems and archive credentials.
• Perform user account maintenance and security monitoring.
• Support web-based USDA applications.

Skills

Active Directory

Windows Server

ServiceNow

Customer service

Troubleshooting

Communication skills

US Citizenship or GC

Education

High School Diploma

Tools

ServiceNow

Group Policy

Job description

Job Family: User Support

Travel Required: None

Clearance Required: Ability to Obtain Public Trust

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 split on a bi-weekly basis: Week 1: Sun-Tue 6P-6A (EST); Week 2: Sun-Tue 6P-6A, Wed 10P-6A (EST) The candidate will need to be available for training conducted during regular business hours (10:00am-6:30pm EST) for the first few weeks in the position

What You Will Need

• Must be able to OBTAIN and MAINTAIN a Federal or DoD "PUBLIC TRUST"; candidates must obtain approved adjudication of their PUBLIC TRUST prior to onboarding with Guidehouse. Candidates with an ACTIVE PUBLIC TRUST or SUITABILITY are preferred.
• High School Diploma required.
• Able to Support the following bi-weekly schedule: basis: Week 1: Sun-Tue 6P-6A (EST); Week 2: Sun-Tue 6P-6A, Wed 10P-6A (EST)
• Minimum THREE (3) years of prior relevant Experience
• Prior Experience with ServiceNow ticketing
• Minimum TWO (2) years of experience in hands on IT customer service with supporting and troubleshooting and testing Windows systems.
• Active Directory environment to include group policy and group policy preferences design and troubleshooting.
• 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.

What Would Be Nice To Have

• Some Linux server experience.
• ITIL v4 preferred.

Annual Salary Range

The annual salary range for this position is $35,000.00-$58,000.00. 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.

Benefits

• 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 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. 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

Equal Opportunity

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.