**Job Family** **:** User Support (Digital) **Travel Required** **:** None **Clearance Required** **:** Ability to Obtain Public Trust **What You Will Do** **:** + Manage, track, report, process and assign tickets daily. + Responsible for opening, tracking and closing tickets. + Perform proactive network and systems monitoring. + Assist in restoring service when outages occur. + Review tickets daily and reprioritize as needed to ensure compliance with Service Level Agreements (SLA). + Define and classify level, priority and nature of problem, request and/or issue. + Evaluate and prioritize incoming telephone, voice mail, e-mail, and in-person requests. + Actively manage incident tickets and provide status updates on each ticket per SLA. + Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue. + Ability to craft technical and professionally written outage notifications and updates to incident stakeholders. + Conduct continuous improvement service desk support and update knowledge base as required. + Perform systems administration troubleshooting and support. + Work in shift duties which includes 1st, 2nd , 3rd and swing shift. **What You Will Need** **:** + At Minimum **0-3** years of IT experience. + Experience with Infrastructure and application support experience using Remedy or other ticketing and incident management systems. + Familiarity and practical application of advanced principles of ITIL/ITSM. + Excellent written and communication skills required; excellent customer service aptitude. + Ability to present to executive management incident debriefs and root cause analysis reports. + Must be available for on-call support as required. + Can plan and prioritize work, both their own and that of project team. + Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to details. + Comfortable working both individually and as part of a team. + Prepared to challenge ideas within a group in a constructive way. + Ability to influence others and move a proposal effort toward a common vision or goal. + Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. + Able to present ideas in a variety of ways depending upon audience and context. + Excellent active listening skills. + Strong interpersonal skills with the ability to interact effectively with all levels of personnel, elected officials, executive leadership, senior management, users, vendors and subcontractor personnel + Natural inclination for planning strategy and tactics. + Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions Results oriented. + Able to drive things forward regardless of personal interest in the task . + Willing to work shift duties. + Must be a U.S. Citizen. + Must be able to obtain Public Trust clearance. **What Would Be Nice To Have** **:** + Experience with Linux Operating Systems. + Experience with Network and Server monitoring tools. + Experience supporting federal projects. ** Please note that this job posting is for future hires. In addition, we are only collecting resumes and interviewing based off the skillset and qualifications listed below. The annual salary range for this position is $38,000.00-$63,000.00. Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs. **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 Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, citizenship status, military status, protected veteran status, religion, creed, physical or mental disability, medical condition, marital status, sex, sexual orientation, gender, gender identity or expression, age, genetic information, 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 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation. _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._