Insight Global is looking for someone to join our high performing team responsible for building and supporting the enterprise open system platform of the Social Security Administration. Their mission is to meet the changing needs of the public and positively impact 65 million Americans per month. The On-Site Helpdesk Analyst is responsible for providing Tier 1 support to customer service agents that are using the CCaaS platform (Amazon Connect). Selected candidates will be taking the phone calls, email message, log issues, and requests in the ticketing system and proving the initial assistance/troubleshooting to address customer issues.
The pay range for this position is $23/hr - $30/hr
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, 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
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- Bachelors degree and 3 years of experience providing Tier 1 IT support
- 2 years of experience working with laptops running on Microsoft Windows OS and Office365 suite
- 1 year of experience using Service Now IT Service Management for logging tickets and requests
- Strong understanding of IVR (Interactive Voice Response)
- Excellent interpersonal and communication skills with the ability to collaborate effectively with customers
- Flexible and positive attitude with interest in learning new technical skills
- Strong problem-solving skills and the ability to work in a fast-paced environment
- High level or organization, reliability, and independence
- Strong written and verbal communication; ability to engage customers and respond effectively to questions
- Self-starter, highly motivated individual who adapts to a dynamic work environment
- Strong attention to detail with ability to operate effectively across multiple priorities
- Prior Federal government experience
Benefit packages for this role will start on the 31st 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.