Service Desk Analyst

Insight Global; Richmond (VA); On-site; USD 42,000 - 56,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Communication

Problem solving

Customer service

Team player

Windows OS basics

Microsoft Office

IT support

24x7x365 support

Education

High School diploma

Bachelor's degree or equivalent work experience

Tools

ServiceNow

Job description

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

Key Responsibilities:

• Respond to incoming calls, chats, and emails from users seeking technical assistance.
• Provide Tier 1 troubleshooting for hardware, software, network, and application issues.
• Accurately log all incidents and service requests into the ticketing system.
• Escalate unresolved issues to Tier 2/3 support teams as necessary.
• Follow standard operating procedures and knowledge base articles.
• Maintain a high level of customer service and professionalism in all interactions.
• Support users with varying levels of technical expertise.

Qualifying Skills/Experience:

• High School diploma and bachelor's degree or equivalent work experience
• 1+ year of experience in a customer service or IT support role.
• Strong communication and problem-solving skills.
• Basic understanding of Windows OS, Microsoft Office, and common IT systems.
• Ability to work in a fast-paced, team-oriented environment.
• Experience with ServiceNow or similar ticketing systems.
• CompTIA A+, ITIL, or other relevant certifications is desired.
• Experience working in a 24x7x365 operational environment is highly valued.