On-Site Tier 1 Helpdesk Specialist

2 weeks ago


Windsor Mill, United States Insight Global Full time
Job Title: On-Site Tier 1 Helpdesk Analyst

Insight Global is seeking a highly motivated and detail-oriented On-Site Tier 1 Helpdesk Analyst to join our team. As a key member of our support team, you will be responsible for providing exceptional customer service to our clients, troubleshooting technical issues, and ensuring seamless support for our clients.

Key Responsibilities:
  • Provide Tier 1 support to customer service agents using the CCaaS platform (Amazon Connect)
  • Take phone calls, email messages, log issues, and requests in the ticketing system
  • Provide initial assistance and troubleshooting to address customer issues
  • Work collaboratively with the support team to resolve complex technical issues
  • Stay up-to-date with the latest technology and software to provide effective support
Requirements:
  • Strong written and verbal communication skills
  • Ability to engage customers and respond effectively to questions
  • Self-starter, highly motivated individual who adapts to a dynamic work environment
  • Strong attention to detail with ability to operate effectively across multiple priorities
  • Prior Federal government experience
  • Bachelor's degree and 3 years of experience providing Tier 1 IT support
  • 2 years of experience working with laptops running on Microsoft Windows OS and Office365 suite
  • 1 year of experience using Service Now IT Service Management for logging tickets and requests
  • Strong understanding of IVR (Interactive Voice Response)
  • Excellent interpersonal and communication skills with the ability to collaborate effectively with customers
  • Flexible and positive attitude with interest in learning new technical skills
  • Strong problem-solving skills and the ability to work in a fast-paced environment
  • High level of organization, reliability, and independence
What We Offer:
  • Competitive hourly rate: $23-$30 per hour
  • Opportunity to work with a dynamic and supportive team
  • Professional development and growth opportunities
  • Flexible work arrangements


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