Job Description
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 escalate 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 a professional demeanor with our military, civilian and contractor customers
Required Skills & Experience
- Active Secret Clearance
- BA/BS and 1 year of experience with help desk
- Ability and willingness to work evening or night shifts
Compensation:
$28.00.00 -$30.00/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.