Job Description
Senior Help Desk Specialist:
- Onsite 5x a week in Washington DC (FBI HQ)
- 6-month contract to hire
- Must possess an active TS clearance at the time of application, be willing and able to obtain SCI access, and pass a CI polygraph.
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
Qualifications and Experience:
• Bachelors of Science, Computer Science or related
• Minimum of 8+ years' related experience
• IT management certifications or technical support certifications preferred
• Proven experience in IT support or help desk roles.
• Strong technical knowledge of Windows desktop applications and troubleshooting hardware/software issues.
• Excellent problem-solving and analytical skills.
• Exceptional customer service orientation and interpersonal skills.
• Familiarity with ITSM ticketing systems, preferably ServiceNow.
• Experience in a government contracting environment is a plus.
Nice to Have Skills & Experience
Responsibilities:
• Serve as the primary point of contact for all IT help desk inquiries, ensuring timely and accurate resolution of issues.
• Provide phone, email and in-person support for a variety of IT-related issues specifically in telephony, eVOIP, collaboration
• Responsible for tracking, prioritizing, and resolving help desk tickets.
• Coordinate with the IT team to troubleshoot hardware and software issues, ensuring minimal downtime and disruption.
• Stay updated on new technologies and industry trends to enhance help desk operations and user support.
• Support extended hour and weekend support as required by mission or emergencies.
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.