Lead Customer Service Administrator
Posted on: May 28, 2023
Job Family :
Travel Required :
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 :
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.
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
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.
Job Family :
Keywords: Guidehouse, Phoenix , Lead Customer Service Administrator, Hospitality & Tourism , Phoenix, Arizona
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