Service Desk Front Line Support Agent

**Job Family****:** User Support **Travel Required****:** Up to 10% **Clearance Required****:** None**What You Will Do****:** Guidehouse is looking for an IT professional with experience providing technical support in a fast\-paced, service\-oriented environment. As part of the Guidehouse Service Desk team, this individual will work closely with other IT professionals to resolve technical issues and provide essential services to Guidehouse employees working in over 60 offices and remotely around the globe. The role will include troubleshooting software/hardware issues and technical requests from employees via a multi\-channel contact center including telephone, chat, email, and through our ServiceDesk portal. Resolving these issues will require researching our extensive Knowledgebase for solutions to common problems, troubleshooting new or infrequent issues, and documenting newly found technical scenarios work arounds. Being successful will also be dependent on your ability to team with other GH IT staff, including our highly technical engineering team. These duties will be performed in a highly professional manner, utilizing your great verbal and written communication skills. Essential Job Functions: * Technical Support \- Internal * Provide 1st and 2nd level IT support to global workforce in incoming phone calls to the service desk * Troubleshoot and resolve hardware, software, application, network, user access, or related issues * Create tickets and document all activities in helpdesk ticketing systems * Escalate more complex problems or unresolved issues to next level of support * Utilize and become proficient with Guidehouse’ s standard support tools (i.e. Service Now) * Monitor call queues and ensure incoming calls are answered as efficiently as possible Additional Responsibilities: * Address client questions using available information resources * Comply with Corporate IT Service Management and Service Desk policies, procedures and directives * Achieve metrics in support of service level agreements, client satisfaction surveys, and completed incidents/requests * Recommend process changes as needed to improve service levels * Communicate company policies and standards * Stay current with information technology systems and industry trends * Provide evening and weekend support (off\-hours support), as assigned, on a rotating basis **What You Will Need****:** * Bachelor's Degree plus 2 years of prior relevant experience OR 6 years of relevant experience in lieu of degree * **Must be available to work from 10am to 7pm Central Time** * **This hybrid role may require coming into the office as needed** * Experience working professionally with customers remotely via phone, chat, and email * Strong communication (written and verbal), multitasking and customer service skills * Work effectively in a team environment to maintain Service Desk coverage and support model * Proficient in managing multiple tasks at one time and prioritizi