IT Help Desk Specialist - Experienced Associate

Guidehouse - Washington, DC (30+ days ago)


Guidehouse provides management, technology, and risk consulting to clients around the world through more than 1,600 professionals in over 20 locations. At our core, we focus on building trust in society, solving important problems, and having a seat at the table for our clients’ most pressing matters. Formerly PricewaterhouseCoopers US Public Sector, Guidehouse provides the exceptional quality our clients demand with the agility and innovation to go beyond the expected

Guidehouse is one of four organizations to receive the 2014 Malcolm Baldrige National Quality Award. The Baldrige Award is the nation’s highest Presidential honor for performance excellence, recognizing U.S. organizations for superior quality and world-class results across six categories defined by Baldrige including Leadership, Strategic Planning, Customer Focus, Measurement, Analysis and Knowledge Management, Workforce Focus, and Operations Focus. For more information on our journey to performance excellence, view our winner profile on the NIST website.

Professionals at Guidehouse may be subject to a government security investigation and may need to meet related eligibility requirements for access to classified information.
Guidehouse provides management, technology, and risk consulting to clients around the world through more than 1,600 professionals in over 20 locations. At our core, we focus on building trust in society, solving important problems, and having a seat at the table for our clients’ most pressing matters. Formerly PricewaterhouseCoopers US Public Sector, Guidehouse provides the exceptional quality our clients demand with the agility and innovation to go beyond the expected

Guidehouse is one of four organizations to receive the 2014 Malcolm Baldrige National Quality Award. The Baldrige Award is the nation’s highest Presidential honor for performance excellence, recognizing U.S. organizations for superior quality and world-class results across six categories defined by Baldrige including Leadership, Strategic Planning, Customer Focus, Measurement, Analysis and Knowledge Management, Workforce Focus, and Operations Focus. For more information on our journey to performance excellence, view our winner profile on the NIST website.

Professionals at Guidehouse may be subject to a government security investigation and may need to meet related eligibility requirements for access to classified information.

Our Customer consultants help clients to shape their businesses through customer experiences – building bridges between digital and analog, delivering personal and contextual experiences powered by technology and analytics, and driving the total experience by engaging the customer, product, partner and employee experiences.

We use our capabilities in Experience Design, Marketing, Sales, Service, Pricing and Customer Analytics to help our clients better understand the customer, generate sustainable growth and expanded market share, and be always on in an experience economy.

Minimum Year(s) of Experience: 1

Minimum Degree Required: Bachelor's degree

Knowledge Preferred:
Demonstrates some knowledge of the latest trends in contact center business and technical architectures.
Demonstrates some knowledge and understanding of different sourcing models.
Demonstrates some knowledge of the levers to create more effective and efficient contact centers.
Demonstrates some knowledge defining contact center/customer care strategy and operating models.
Demonstrates some working knowledge of Contact Center technologies from a vendor selection or business implementation point-of-view (Salesforce.com, Oracle, SAP, IVR/VRU).

Skills Preferred:
Demonstrates some individual contributor abilities as a member of a project team that include the following:
  • Writing, communicating, facilitating, and presenting cogently to and/or for all levels of industry audiences, clients and internal staff and management;
  • Leveraging customer field service knowledge and analytical skills, especially as it relates to project management, project facilitation, and the development of client proposals;
  • Researching and analyzing pertinent client, industry, and technical matters, including leveraging the ability to problem-solve, prioritize, and manage multiple tasks simultaneously;
  • Demonstrating the ability to self-motivate and take responsibility for personal growth and development.