Technical Support Analyst

Guidehouse • McLean, VA

1d

About The Position

The Technical Support Analyst serves as the first point of contact for customers seeking technical assistance by phone, email, and Salesforce ticketing systems. The role supports federal agencies, grantees, and internal stakeholders by troubleshooting user access, account management, MFA, password reset, and application issues in accordance with established service level agreements.

The analyst documents, categorizes, prioritizes, and tracks incidents and service requests; escalates complex issues while maintaining ownership and customer communication; and follows standard operating procedures, knowledge base articles, and security policies. The role also assists with account provisioning and access recertification, contributes to process improvements and knowledge articles, participates in team and quality activities, and supports special projects, releases, training, testing, and high-priority incidents as needed.

Requirements

• High school diploma or equivalent.
• Three years of experience in a Help Desk, Service Desk, Technical Support, or Customer Support role.
• Experience with ticketing systems such as Salesforce, Jira, Amazon Connect, or similar platforms.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and commitment to high-quality customer service.
• Experience documenting incidents and maintaining accurate records.
• Proficiency with Microsoft Office Suite, including Outlook, Word, Excel, and Teams.
• Ability to work independently and collaborate in a team environment.
• Ability to obtain and maintain any required government clearance or background investigation, if applicable.

Nice To Haves

• Bachelor's degree preferred; an associate's or bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field is a plus.
• HDI Support Center Analyst (HDI-SCA), ITIL Foundation, CompTIA A+, Network+, Security+, or similar certifications.
• Experience supporting federal government customers or grant management systems.
• Familiarity with identity and access management processes, MFA technologies, and account provisioning practices.
• Experience with Salesforce Service Cloud or other CRM-based support platforms.
• Experience creating and maintaining knowledge base articles, SOPs, and user documentation.
• Exposure to performance metrics such as SLA attainment, first-contact resolution, customer satisfaction (CSAT), and ticket quality reviews.
• Experience supporting remote users in a hybrid or virtual work environment.
• Bilingual communication skills.

Responsibilities

• Provide first-line technical assistance by phone, email, and Salesforce ticketing systems.
• Troubleshoot and resolve user access, account management, MFA, password reset, and application-related issues in accordance with SLAs.
• Document, categorize, prioritize, and track incidents and service requests in the Salesforce ticket management system.
• Escalate complex issues to Tier III, Partner Services, or Operations teams while retaining ownership and keeping customers informed.
• Deliver timely, professional, and accurate support to federal agencies, grantees, and internal stakeholders.
• Follow SOPs, knowledge base articles, and security policies when resolving customer inquiries.
• Assist with user account provisioning, modification, deactivation, and access recertification.
• Identify recurring issues, recommend process enhancements, and maintain knowledge articles.
• Participate in team meetings, training activities, quality assurance reviews, and operational initiatives.
• Support special projects, system release training, testing activities, and high-priority incidents as required.

Benefits

• Medical, prescription, dental, and 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 and dependent care flexible spending accounts
• Transit and parking commuter benefits
• Short-term and long-term disability
• Tuition reimbursement
• Personal development, certifications, and learning opportunities
• Employee referral program
• Corporate-sponsored events and community outreach
• Care.com annual membership
• Employee assistance program
• Supplemental benefits, including critical care, hospital indemnity, accident insurance, legal assistance, and identity theft protection
• Position may be eligible for a discretionary variable incentive bonus

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED