Secret Clearance Help Desk Specialist

Insight Global; Sierra Vista (AZ); On-site; USD 30,000 - 47,000; Full time

Job summary

Insight Global is seeking help desk specialists to support a large government customer. You will be the first point of contact for Tier 2 requests, handling inbound/outbound calls, chats, email and internal ticketing escalations.

You will create, modify and escrow incidents, translate requests for analysts, route tickets, and monitor mailboxes. Responsibilities include QA follow-ups, adherence to documented processes, shift log maintenance, and providing reporting while maintaining a

Qualifications

• Active Secret Clearance required.
• BA/BS degree or 1 year of help desk experience (2 years acceptable).
• Ability to work evenings or night shifts.

Responsibilities

• First point of contact for Tier 2 requests escalated to the team and handle customer interactions (calls, chats, email, tickets).
• Create, modify and escrow incidents/tickets, translating requests for analysts.
• Route tickets per documented procedures and monitor group mailboxes.
• Perform quality assurance follow-up with customers/end users and comply with processes.
• Maintain the shift log and ensure clear shift-to-shift communication.
• Provide reporting as needed and maintain professional demeanor with government, civilian and contractor customers.

Skills

Help desk support

Ticketing

Customer service

Education

BA/BS degree

Tools

Ticketing systems

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 escrow 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 professional demeanor with our military, civilian and contractor customers

REQUIRED SKILLS AND 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