[Hiring] IT Service Desk Specialist @Guidehouse

Role Description

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 the 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 position.

Qualifications

• 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.
• High School Diploma required.
• 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 in an Active Directory environment, including group policy and group policy preferences design and troubleshooting.
• Experience with helpdesk support.
• 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.

Requirements

• Able to support the following bi-weekly schedule:
• Week 1: Sun-Tue 6P-6A (EST);
• Week 2: Sun-Tue 6P-6A, Wed 10P-6A (EST).
• Efficiently install and maintain software on 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.

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.