US - VA, McLean
Full-time
Mid level
19 hours ago
Verified apply link — checked 1 hour ago
Salary undisclosed
Job Family : User Support Travel Required : Up to 10% Clearance Required : Ability to Obtain Public Trust What You Will Do : Serve as the first point of contact for customers seeking technical assistance via phone, email, from our Salesforce ticketing systems. Troubleshoot and resolve user access, account management, MFA, password reset, and application-related issues in accordance with established service level agreements (SLAs). Document, categorize, prioritize, and track incidents and service requests through the Salesforce ticket management system. Escalate complex issues to Tier III, Partner Services or Operations teams while maintaining ownership and communication with customers. Provide excellent customer service by delivering timely, professional, and accurate support to federal agencies, grantees, and internal stakeholders. Follow standard operating procedures (SOPs), knowledge base articles, and security policies when resolving customer inquiries. Assist with user account provisioning, modification, deactivation, and access recertification activities. Contribute to continuous improvement efforts by identifying recurring issues, recommending process enhancements, and maintaining knowledge articles. Participate in team meetings, training activities, quality assurance reviews, and operational initiatives. Support special projects, system releases training, testing activities, and high-priority incidents as required. What You Will Need : High school diploma or equivalent (Bachelor's degree preferred). THREE (3) years of experience in a Help Desk, Service Desk, Technical Support, or Customer Support role. Experience working 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 delivering 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. Must be able to obtain and maintain any required government clearance or background investigation, if applicable. What Would Be Nice To Have : Associate's or Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field. 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 are a plus. The annual salary range for this position is $49,000.00-$81,000.00. 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, H
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