Helpdesk Specialist II

Job Family:
User Support (Digital)

Travel Required:
None

Clearance Required:
Ability to Obtain Secret

What You Will Do:
Helpdesk Specialist II (SCA Occupation; Personal Computer Support Technician) will provide advanced technical advice and guidance on company technical software and hardware. What you will be doing (but not limited too):

Provides Tier I and II technical software, hardware and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services.

Uses automated information systems to analyze routine situations.

Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action.

Resolves problems or contacts more senior technical support as necessary.

Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available.

Conducts technical research for source of information required in support of request for information related to ongoing programs and proposal efforts.

Maintains network diagrams and circuit records.

Instructs users in the use of PCs and networks. May perform basic PC, PBX, and network software programming.

Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.

What You Will Need:

HS Diploma with 4 years of relevant experience.(or 2 years experience with an Associates degree, 0 years experience with a Bachelors degree or higher)

Must be U.S.Citizen

Department of Defense security clearance (ADP II Public Trust) T3 background investigation, or the ability to obtain one

Security+ Certified

CompTIA certification and enrolled in the CompTIA Continuing Education (CE) Program

Ability to work in a 24/7/365 environment including holidays

Familiar with Service Desk support methodology

What Would Be Nice To Have:

CompTIA A+ certification or equivalent preferred

HDI certification or equivalent preferred

Relevant technical certifications preferred

Familiar with ITIL

What We Offer:

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

• 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

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.

If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1- or via email at All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.

All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com or Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse. Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process.

If any person or organization demands money related to a job opportunity with Guidehouse, please report the matter to Guidehouse's Ethics Hotline. If you want to check the validity of correspondence you have received, please contact Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicant's dealings with unauthorized third parties.

Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.