SECRET Help Desk Specialist

SECRET Help Desk Specialist at Insight Global SECRET Help Desk Specialist at Insight Global in Sierra Vista, Arizona Posted in about 22 hours ago.

Type:

full-time

Job Description:

Insight Global is seeking cleared help desk specialists to support a large government customer on site in Sierra Vista, AZ. The selected candidate will be the first point of contact for escalated tickets and will be responsible for handling customer support interactions.

Specific Duties and Responsibilities:

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 and Experience:

Active DoD Clearance 1+ year(s) of IT experience Willingness to work evening or overnight shifts