Jr Production Support Analyst

Job Family:

User Support (Digital)

Travel Required:

Up to 10%

Clearance Required:

Ability to Obtain Public Trust

What You Will Do:

• Receive application support requests from the Level 1 help desk or other help desks, perform initial triage.
• Create tickets and/or confirm ticket receipt in Government’s Remedy ticketing system. Ensure Tier 2 and 3 support personnel are aware of critical tickets.

• Escalate critical issues to the appropriate team point of contact. Communicate with customers and/or stakeholders regarding system outages and trouble resolution, as required.
• Utilize and comply with existing applications standard operating procedures to support the suite of applications and follow Government processes for triaging trouble tickets.
• Direct unresolved issues to the appropriate Production Support Level 3 Analyst.

What You Will Need

• U.S. Citizen
• Must be able to obtain a Department of Homeland Security (DHS) Entrance on Duty (EOD) clearance which is equivalent to a Public Trust level clearance.
• Minimum one year of relevant experience.
• Experience providing customer service support.
• Excellent written and verbal communication skills.
• Willing to learn and adopt new skills.
• Must be a team player.
• Be able to work M-F from 3-6 PM EST with a maximum of 15 hours/week

What Would Be Nice to Have

• Familiarity with Remedy ticketing system, or similar IT help desk ticketing system.
• Active DHS EOD clearance.

The annual salary range for this position is $37,600.00-$56,400.00. 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 / Affirmative Action 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.