IT Service Desk Specialist

Guidehouse Inc.; United States; On-site; USD 35,000 - 58,000; Full time

Benefits offered by this job

Medical insurance

401(k) retirement plan

Paid holidays

Parental leave

Tuition reimbursement

Transit and parking benefits

Career development opportunities

Job summary

Guidehouse is seeking a User Support professional to administer Windows servers, manage ServiceNow tickets, and provide second-level IT support for Active Directory and client systems.

The role requires hiding a Public Trust clearance, US citizenship or green card, and a bi-weekly night shift schedule EST. Training will be provided during standard business hours.

Qualifications

• Must obtain and maintain a Federal or DoD Public Trust clearance.
• Minimum three (3) years of prior relevant experience.
• Minimum two (2) years of hands-on IT customer service with Windows systems support.
• Experience with Active Directory environment, group policy design and troubleshooting.
• Experience with ServiceNow ticketing.
• Strong written and verbal communication skills.
• U.S. Citizen or Green Card is required.

Responsibilities

• 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.
• Provide 2nd level support for Active Directory Services and client IT.
• Support USDA Business website applications.
• Provide training to end users on new and updated systems and software.
• Troubleshoot issues with websites for civilian customers and Federal employees.
• Perform user account maintenance and monitor login systems for unusual activity.
• Assist in maintenance and optimization of software applications.

Skills

Active Directory

ServiceNow

Windows Server

Customer support

Troubleshooting

Communication

Training end users

Analytical skills

Team collaboration

Education

High School Diploma

Tools

ServiceNow ticketing

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 avail able 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.

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.

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.