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IT Service Desk Agent

2 months ago

San Antonio, Texas, United States Guidehouse Full time
About the Role

We are seeking a highly skilled and experienced IT Service Desk Agent to join our team at Guidehouse. As a key member of our Service Desk team, you will be responsible for providing exceptional technical support to our global workforce.

Key Responsibilities
  • Technical Support - Provide 1st and 2nd level IT support to our global workforce, troubleshooting and resolving hardware, software, application, network, user access, or related issues.
  • Incident Management - Create tickets and document all activities in our helpdesk ticketing systems, escalating more complex problems or unresolved issues to the next level of support.
  • Communication - Utilize and become proficient with Guidehouse's standard support tools, monitoring call queues and ensuring incoming calls are answered as efficiently as possible.
Requirements
  • Education - Bachelor's Degree, plus 2-4 years of prior relevant experience OR 6 years of relevant experience in lieu of degree.
  • Certifications - Ability to obtain a National Security Clearance or a U.S. Federal Government Public Trust.
  • Skills - Strong communication (written and verbal), multitasking and customer service skills, with the ability to work effectively in a team environment to maintain Service Desk coverage and support model.
Preferred Qualifications
  • Experience - Demonstrated skills in working with remote employees via phone, email and/or chat, with experience supporting smart phones including iPhone and Android models.
  • Certifications - Microsoft certifications are a plus, with experience working in an ITIL environment.
About Guidehouse

Guidehouse is an Equal Employment Opportunity / Affirmative Action employer. We are committed to creating a diverse and supportive workplace, and we welcome applications from qualified candidates who share our values.