Secret Help Desk Specialist (Shift work)

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

Skills and Requirements

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

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].