Help Desk Specialist – Tier 1 IT Support (24/7)

Insight Global; Richmond (VA); Sur place; USD 42 000 - 56 000; Plein temps

Résumé du poste

Insight Global is seeking a Help Desk Agent Tier I to support a Customer Care Center for a commercial client. This role serves as the first point of contact for IT support, assisting state employees and affiliated users.

You will handle incoming requests via phone, chat, and email, provide Tier 1 troubleshooting, log incidents in the ticketing system, and escalate when needed, all while maintaining professional service.

Qualifications

• First point of contact for IT support via calls, chats, and emails.
• Tier 1 troubleshooting for hardware, software, network, and application issues.
• Accurately log incidents and service requests into the ticketing system.
• Escalate unresolved issues to Tier 2/3 support as necessary.
• Follow standard operating procedures and knowledge base articles.
• Maintain a high level of customer service and professionalism.

Responsabilités

• Respond to incoming calls, chats, and emails from users seeking technical assistance.
• Provide Tier 1 troubleshooting for hardware, software, network, and application issues.
• Log all incidents and service requests into the ticketing system.
• Escalate unresolved issues to Tier 2/3 support as necessary.
• Follow SOPs and knowledge base articles.
• Maintain professionalism and high level of customer service.

Connaissances

Communication

Problem solving

Customer service

Team player

Windows OS basics

Microsoft Office

IT support

24x7x365 support

Formation

High School diploma

Bachelor's degree or equivalent work experience

Outils

ServiceNow

Description du poste

Insight Global is seeking a Help Desk Agent Tier I to support a Customer Care Center for a commercial client. This role serves as the first point of contact for IT support, assisting state employees and affiliated users.

You will handle incoming requests via phone, chat, and email, provide Tier 1 troubleshooting, log incidents in the ticketing system, and escalate when needed, all while maintaining professional service.