Job Description
Insight Global is seeking help desk specialists to support a large government customer. Responsibilities will include • First point of contact for Tier 2 requests that are escalated to the team. Responsible for handling customer interactions to provide support (inbound/outbound calls, chats, email and internal ticketing escalations)
• Create, modify and escalate incidents/tickets, translating user requests into logical format for use by analysts in troubleshooting
• Route tickets in accordance with documented procedures
• Perform quality assurance follow-up with customers/end users
• Comply with documented processes and procedures
• Monitor group mailboxes and prioritize emails by order of importance
• Maintain the shift log and ensure accurate, thorough and clear communication from shift to shift
• Provide reporting (as needed)
• Maintain a professional demeanor with our military, civilian and contractor customers
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
Active Secret Clearance
BA/BS and 1 year of experience or 2 years of help desk experience
Ability and willingness to work evening or night shifts
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.