[Hiring] Help Desk Technician @Guidehouse

Role Description

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.

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.
• 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 troubleshoot 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 (10:00 AM - 6:30 PM CST) for the first few weeks in the position.

Qualifications

• 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.
• 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.

Requirements

• Some Linux server experience.
• ITIL v4 preferred.
• Experience creating SQL scripts.

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.