IT Service Desk Specialist

About the role

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.

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.

Responsibilities

• 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.
• 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.

Requirements

• 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.
• Prior Experience with ServiceNow ticketing.
• Minimum THREE (3) years of prior relevant Experience.
• Minimum 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 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.

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.
• Candidates with an ACTIVE PUBLIC TRUST or SUITABILITY are preferred.
• High School Diploma required.
• Prior Experience with ServiceNow ticketing.
• Minimum THREE (3) years of prior relevant Experience.
• Minimum 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 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.

Skills

• Linux server experience (optional).
• ITIL v4 preferred.

Benefits

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.

Pay

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.

Schedule

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)

What would be nice to have

• Some Linux server experience.
• ITIL v4 preferred.

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.

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.