Help Desk Technician

Job Family:

Travel Required:

Clearance Required:

Job Description Summary

Responsible for providing on-site or remote support to employee end users in areas of personal computers, servers, cloud applications, data and voice network, and ERP systems. Diagnoses problem source through discussions with users and coordinates with internal organization support or vendors to resolve problems. Responds to user requests to research complex problems associated with telecommunications networks. Provides real-time end user ERP systems support, problem identification, and training to facilitate knowledge transfer and prevent problem reoccurrence.

Job Description

Level Description
- Established individual contributor focused on routine delivery, requiring experience
- Follows detailed instructions for new activities or special assignments
- Explains practices, procedures, and policies to reach agreement with others

Organization Impact & Communication
- Follows routines to achieve day-to-day objectives, exercising some autonomy to deviate from standard approach
- Explains practices, procedures, and policies to reach agreement with others
- Communicates information that requires some explanation or interpretation

Innovation & Complexity
- Established individual contributor focused on routine delivery, requiring experience
- Completes tasks that are typically routine, with occasional deviation from standard practice
- Problems faced are routine in nature, uses prescribed guidelines or policies to analyze and resolve problems

Leadership & Talent Management
- Follows detailed instructions for new activities or special assignments
- Works under significant or moderate supervision

Knowledge & Experience
- Requires basic job knowledge of support services and procedures obtained through prior work experience
- Typically requires a high school diploma and 1-3 years of prior relevant experience; some roles may require vocational or technical education (Relevant experience may be substituted for formal education)

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 9:00 AM CST to 5:00 PM CST

·       The candidate will need to be available for training conducted during regular business hours (10:00am-6:30pm CST) for the first few weeks in the position.

What You Will Need:

·       Will require a High School Diploma and Three (3+) years of prior relevant experience.

·       Provide troubleshooting, testing and analysis with a Microsoft  Windows Active Directory environment to include group policy and group policy preferences design and troubleshooting.

·       TWO (2+) years of experience in hands on IT customer service with supporting and troubleshooting Windows systems.

·       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.

• Candidate must successfully pass a Federal Background Investigation.

What Would Be Nice To Have:

·       Some Linux server experience.

·       ITIL v4 preferred.

·       Experience creating SQL scripts.

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 RecruitingAccommodation@guidehouse.com. 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 guidehouse@myworkday.com.  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 recruiting@guidehouse.com. 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.