The Help Desk Technician role at Guidehouse provides on-site or remote technical support to end users and supports enterprise applications. The position focuses on troubleshooting across Windows, Active Directory, networks, and ERP or web systems, while coordinating with internal teams and vendors and delivering end-user guidance.

Location

Washington, DC (onsite)

Salary

USD 31,000 - 51,000 per yearly

Working Hours

Scheduled hours are 9:00 AM CST to 5:00 PM CST. The candidate must also be available for training during regular business hours (10:00am-6:30pm CST) for the first few weeks.

Responsibilities

Administer Microsoft Windows Servers, including Active Directory.
Resolve technical issues related to application deployments and supporting infrastructure, including server troubleshooting.
Manage and work ticket queues in ServiceNow.
Provide 2nd level support for Active Directory Services, client IT, and telecommunications.
Support USDA Business website applications.
Troubleshoot web and website issues with civilian customers and Federal employees.
Perform user account maintenance, including archiving defunct credentials and monitoring login systems for suspicious trends.
Troubleshoot, maintain, and optimize software applications.
Provide real-time ERP system support and offer end-user training for new and updated systems and software.
Deliver training to clients on web-based systems and applications.

Required Qualifications

High school diploma and 3+ years of prior relevant experience.
Experience performing troubleshooting, testing, and analysis in a Microsoft Windows Active Directory environment, including group policy and group policy preferences design and troubleshooting.
2+ years of hands-on IT customer service supporting and troubleshooting Windows systems.
Experience with help desk support.
Ability to efficiently install and maintain software on desktops and resolve help desk issues in a timely and efficient manner.
Ability to perform user account maintenance tasks, including archiving defunct credentials and monitoring login systems for suspicious trends.
Strong analytical skills and attention to detail.
Excellent written and verbal communication skills to coordinate with key stakeholders, process owners, and customers and manage expectations.
U.S. Citizen or Green card required.
Successful completion of a Federal Background Investigation is required.

Technologies

Microsoft Windows Servers
Active Directory
ServiceNow
Group Policy
Group Policy preferences
ERP systems
SQL

Clearance

Ability to Obtain Public Trust

Travel

None

What Would Be Nice To Have

Some Linux server experience.
ITIL v4 preferred.
Experience creating SQL scripts.

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

Help Desk Technician

Job Description