Help Desk Specialist

Insight Global; Sierra Vista (AZ); On-site; USD 41,000 - 48,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

HSA account

401k matching

Paid time off

Job summary

Insight Global is seeking help desk specialists to support a large government customer. You will be the first point of contact for escalated Tier 2 requests and will create, modify and route incidents to assist analysts in troubleshooting.

Responsibilities include monitoring tickets, communicating clearly across shifts, and maintaining a professional demeanor with military, civilian and contractor customers while delivering timely support on a secure government program.

Qualifications

• BA/BS degree required.
• Minimum 1 year of help desk experience.
• Ability to work evening or night shifts.

Responsibilities

• Serve as first point of contact for escalated Tier 2 requests.
• Create, modify and route incidents/tickets and translate user requests for troubleshooting.
• Monitor and manage group mailboxes and ensure clear shift-to-shift communication.
• Maintain professional demeanor with military, civilian and contractor customers.

Skills

BA/BS degree

Help desk experience

Evening/Night shift

Education

BA/BS degree in related field

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 expedite 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
• Maintain a professional demeanor with our military, civilian and contractor customers

Required Skills & Experience

• BA/BS and 1 year of experience with help desk
• Ability and willingness to work evening or night shifts

Compensation:

$30.00 - $35.00/hr. Exact compensation may vary based on several factors, including skills, experience, and education. 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.