Lead Customer Service Administrator

at Guidehouse in Springfield, Illinois, United States

Job Description

Job Family :

User Support

Travel Required :

None

Clearance Required :

Ability to Obtain Public Trust

What You Will Do :

The Lead Customer Service Administrator will provide operational support to the Accounts Management group. This is a hands-on position that will both lead a team of other admins, coordinate their work in collaboration with a project manager, AND have a direct hand in helping resolve ServiceNow tickets assigned to the Accounts Management team. Main responsibilities include the creation of user accounts, creation of security groups, recertification of accounts, mailbox creation, distro list management, and general maintenance activities. This position will serve as the technical lead for the above efforts.

This person will lead a team of other customer service administrators. Work with a project manager to organize and prioritize the team’s work. Help facilitate tasking for the team in conjunction with the government lead and project manager. Provide desk side technical support and operations/maintenance activities to include Windows 2019 Active Directory Services, Account Management Service, and ServiceNow ticketing. Provide system support activities as directed and essential duties as outlined below.

+ Provide customer support

+ Perform regularly scheduled backups

+ Perform maintenance of over 14,000 user objects and 9,000 security groups

+ Perform preventative maintenance

+ Setting up network home drives for users

+ Install approved equipment and software

+ Provide scripting support via PowerShell towards the automation of certain tasks such as batching account deletion jobs, generating reports, parsing log files for information, gathering ServiceNow metrics, etc.

+ Provide technical expertise for the team as it relates to the configuration and management of Active Directory and tools that support Active Directory.

+ Expert level troubleshooting skills with Active Directory Infrastructure, Azure AD, Group Policies, DNS, PKI, Microsoft PowerShell, Windows Servers

+ Administration of organizational units (OU) and server/user security through group policies, administration of domain global groups and local groups, domain user accounts, overall AD forest and domain optimization

+ Install software patches, updates, and upgrades, including remote serving of workstations

+ Troubleshoot and resolve account management issues

+ Troubleshoot and facilitate resolution of network hardware and software problems

+ Create, update, track and resolve ServiceNow tickets in a timely manner

+ Maintaining configuration management data and documentation

+ Utilize Microsoft System Center Configuration Manager SCCM and NetIQ for Server and Account Management

What You Will Need :

+ US Citizenship and the ability to obtain and maintain a federal Public Trust

+ High School Diploma, or equivalent

+ Active CompTIA Security+ Certification

+ At least 6 years working in help desk, system admin support, accounts management support, or similar position

+ Experience using O365 including Exchange, Outlook, OneNote, Word, Sharepoint, and OneDrive

+ Experience leveraging ServiceNow or similar workflow management tools for ticketing

+ Experience provisioning user accounts, network home drives, distribution lists, shared mailboxes and email accounts

+ Strong oral communication skills

What Would Be Nice To Have :

+ Bachelors Degree

+ Experience in working in ServiceNOW ITSM environment.

+ Experience in working in the NetIQ Directory and Resource Administrator (DRA) Environment.

+ Experience assembling files, email, calendar invitations, and text for eDiscovery activities.

The annual salary range for this position is $82,500.00-$123,700.00. 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

+ Position may be eligible for a discretionary variable incentive bonus

+ Parental Leave and Adoption Assistance

+ 401(k) Retirement Plan

+ Basic Life & Supplemental Life

+ Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts

+ Short-Term & Long-Term Disability

+ Student Loan PayDown

+ Tuition Reimbursement, Personal Development & Learning Opportunities

+ Skills Development & Certifications

+ Employee Referral Program

+ Corporate Sponsored Events & Community Outreach

+ Emergency Back-Up Childcare Program

+ Mobility Stipend

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.