IT Service Desk Specialist
About The Position
This role involves providing IT support, focusing on administering Microsoft Windows Servers (Active Directory), resolving technical issues related to application deployments and infrastructure, and managing ticket queues in ServiceNow. The specialist will offer 2nd level support for Active Directory Services, client IT, and telecommunications, and support USDA Business website applications. Responsibilities include training end users, troubleshooting website issues with civilian customers and Federal employees, performing user account maintenance, and optimizing software applications. The position requires adherence to a specific bi-weekly work schedule and availability for initial training during regular business hours.
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.
- High School Diploma required.
- Able to Support the following bi-weekly schedule: basis: Week 1: Sun-Tue 6P-6A (EST); Week 2: Sun-Tue 6P-6A, Wed 10P-6A (EST)
- 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.
- Active Directory environment to include 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.
Nice To Haves
- Some Linux server experience.
- ITIL v4 preferred.
- Candidates with an ACTIVE PUBLIC TRUST or SUITABILITY are preferred.
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.
- Provide 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.
- Install and maintain software on desktops.
- Resolve help desk problems in a timely and efficient manner.
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
