{"id":3705165,"url":"https://alion.io/job/guidehouse-technical-support-analyst","title":"Technical Support Analyst","company":{"id":4179,"name":"Guidehouse","domain":"guidehouse.com","url":"https://alion.io/company/guidehouse","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":81,"open_postings":112,"ghost_share":0,"stale_share":0.741,"repost_share":0.009,"time_to_fill_p50_days":29,"computed_at":"2026-11-06T05:58:05Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["McLean, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":49000,"max":81000,"currency":"USD","period":"year","gross":null,"usd_annual":81000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Jira","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-11-03T20:50:24Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-06T22:07:43Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Job Family:\nUser SupportTravel Required:\nUp to 10%Clearance Required:\nAbility to Obtain Public TrustWhat You Will Do:\nServe as the first point of contact for customers seeking technical assistance via phone, email, from our Salesforce ticketing systems.\nTroubleshoot and resolve user access, account management, MFA, password reset, and application-related issues in accordance with established service level agreements (SLAs).\nDocument, categorize, prioritize, and track incidents and service requests through the Salesforce ticket management system.\nEscalate complex issues to Tier III, Partner Services or Operations teams while maintaining ownership and communication with customers.\nProvide excellent customer service by delivering timely, professional, and accurate support to federal agencies, grantees, and internal stakeholders.\nFollow standard operating procedures (SOPs), knowledge base articles, and security policies when resolving customer inquiries.\nAssist with user account provisioning, modification, deactivation, and access recertification activities.\nContribute to continuous improvement efforts by identifying recurring issues, recommending process enhancements, and maintaining knowledge articles.\nParticipate in team meetings, training activities, quality assurance reviews, and operational initiatives.\nSupport special projects, system releases training, testing activities, and high-priority incidents as required.\n What You Will Need:\nHigh school diploma or equivalent (Bachelor's degree preferred).\nTHREE (3) years of experience in a Help Desk, Service Desk, Technical Support, or Customer Support role.\nExperience working with ticketing systems such as Salesforce, Jira, Amazon Connect or similar platforms.\nStrong troubleshooting and problem-solving skills.\nExcellent verbal and written communication skills.\nAbility to manage multiple priorities in a fast-paced environment.\nStrong attention to detail and commitment to delivering high-quality customer service.\nExperience documenting incidents and maintaining accurate records.\nProficiency with Microsoft Office Suite, including Outlook, Word, Excel, and Teams.\nAbility to work independently and collaborate in a team environment.\nMust be able to obtain and maintain any required government clearance or background investigation, if applicable.\n What Would Be Nice To Have:\nAssociate's or Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.\nHDI Support Center Analyst (HDI-SCA), ITIL Foundation, CompTIA A+, Network+, Security+, or similar certifications.\nExperience supporting federal government customers or grant management systems.\nFamiliarity with identity and access management processes, MFA technologies, and account provisioning practices.\nExperience with Salesforce Service Cloud or other CRM-based support platforms.\nExperience creating and maintaining knowledge base articles, SOPs, and user documentation.\nExposure to performance metrics such as SLA attainment, first-contact resolution, customer satisfaction (CSAT), and ticket quality reviews.\nExperience supporting remote users in a hybrid or virtual work environment.\nBilingual communication skills are a plus.\nThe 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:\nGuidehouse 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.\nBenefits include:\nMedical, Rx, Dental & Vision Insurance\n\nPersonal and Family Sick Time & Company Paid Holidays\n\nParental Leave\n\n401(k) Retirement Plan\n\nGroup Term Life and Travel Assistance\n\nVoluntary Life and AD&D Insurance\n\nHealth Savings Account, Health Care & Dependent Care Flexible Spending Accounts\n\nTransit and Parking Commuter Benefits\n\nShort-Term & Long-Term Disability\n\nTuition Reimbursement, Personal Development, Certifications & Learning Opportunities\n\nEmployee Referral Program\n\nCorporate Sponsored Events & Community Outreach\n\nCare.com annual membership\n\nEmployee Assistance Program\n\nSupplemental Benefits via Corestream (Critical Care, Hospital Indemnity, Accident Insurance, Legal Assistance and ID theft protection, etc.)\n\nPosition may be eligible for a discretionary variable incentive bonus\n\nAbout Guidehouse\nGuidehouse is an Equal Opportunity Employer-Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.\nGuidehouse 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.\nIf 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 . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.\nAll communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com or . Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse. Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process.\nIf any person or organization demands money related to a job opportunity with Guidehouse, please report the matter to Guidehouse’s Ethics Hotline. If you want to check the validity of correspondence you have received, please contact . Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicant’s dealings with unauthorized third parties.\nGuidehouse 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.","description_format":"text","description_chars":6598,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":true,"languages":[]},"benefits":["Parental leave","Retirement plans","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Digital Government","IT Consulting & Digital Transformation","Management Consulting"],"lifecycle":[{"event":"open","at":"2026-11-03T20:50:24Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 63 · green card filings: 27","filings_12m":63,"filings_prev_12m":57,"green_card_filings_12m":27,"median_offered_wage_usd":128889,"route":null,"cap_exempt":false,"checked_at":"2026-11-06T22:30:08+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":2,"expected_fill_days":29,"reasons":["conf:4","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-11-06T05:58:05Z"},"pay":{"stated_usd_annual":81000,"is_top_pay":true},"html_url":"https://alion.io/job/guidehouse-technical-support-analyst","json_url":"https://alion.io/job/guidehouse-technical-support-analyst.json","meta":{"generated_at":"2026-11-07T00:18:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":781,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-08T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4179},"rest":"https://alion.io/mcp/rest/get_company?id=4179"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fguidehouse-technical-support-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fguidehouse-technical-support-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fguidehouse-technical-support-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/guidehouse-technical-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fguidehouse-technical-support-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3705165}},{"tool":"search_jobs","arguments":{"company":"guidehouse.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3705165},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}