IT Service Desk Specialist

Guidehouse; Washington (District of Columbia); On-site; USD 35,000 - 58,000; Full time

Benefits offered by this job

Medical Insurance

Dental & Vision Insurance

401(k) Retirement Plan

Paid Holidays

Parental Leave

Tuition Reimbursement

Job summary

Guidehouse is seeking an IT Helpdesk Analyst to administer Windows servers and Active Directory, resolving deployment and infrastructure issues. You will handle 2nd level AD support, manage ServiceNow tickets, and train end users on new systems and software.

You will support civilian and federal customers, troubleshoot websites, and maintain credential security. The role requires a Public Trust clearance, US citizenship or a green card, and the ability to work a bi-weekly night shift from EST.

Qualifications

• Requires U.S. citizenship or green card.
• Minimum three years of prior relevant IT experience.
• Experience with ServiceNow ticketing.
• Hands-on IT customer service experience with Windows systems.
• Active Directory environment design and troubleshooting (GPO, GPO Preferences).
• Strong written and verbal communication skills.

Responsibilities

• Administer Microsoft Windows Servers (Active Directory) and troubleshoot server issues.
• Provide 2nd level support for Active Directory services and client IT.
• Manage and triage ServiceNow tickets with timely resolutions.
• Assist with training end users on new systems and software.
• Troubleshoot and support USDA website applications and web-based systems.
• Monitor login systems for suspicious activity and maintain accounts.

Skills

Three years experience

ServiceNow ticketing

Active Directory

Windows troubleshooting

Helpdesk support

Analytical skills

Written & verbal communication

Education

High School Diploma

Tools

Active Directory

ServiceNow

Job description

Job Family:User SupportTravel Required:NoneClearance Required:Ability to Obtain Public TrustWhat 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 positionWhat 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 ExperiencePrior Experience with ServiceNow ticketingMinimum 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 supportEfficiently 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 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.