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Help Desk Specialist
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Insight Global
Cincinnati, OH (In Person)
$52,000 Salary, Full-Time
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Job Description
Help Desk Specialist at Insight Global Help Desk Specialist at Insight Global in Cincinnati, Ohio Posted in about 21 hours ago.
Type:
full-timeJob Description:
Service Desk Analyst Location:
Cincinnati, OH 45202Duration:
12 month contractCompensation:
Up to $25/hour Benefits?:YES Industry:
Retail Required Skills & Experience 3+ years of Level 2 or Level 3 Help Desk, Dispatch, or Technical Support experience Strong experience with triaging and prioritizing tickets or work orders Proven ability to communicate clearly, confidently, and professionally under pressure Experience working in fast-paced, high-volume support or call center environments Change management experience and adaptability to evolving processes Nice to Have Skills & Experience Facilities management platforms and other software (Maximo, ServiceNow, ServiceChannel, fmPilot) Manufacturing, production, or big box retail experience) Autonomous system diagnostics and troubleshooting Job Description A retail employer in the Cincinnati area is seeking Dispatch Agents to support the Facilities Maintenance & Engineering team. Dispatch Agents serve as a critical first point of contact for facilities-related incidents across approximately 2,800 stores nationwide. This role is highly dynamic and requires strong real-time communication, quick judgment, and the ability to adapt under pressure. Daily responsibilities include answering inbound phone calls and emails related to facilities work orders, accurately documenting issues, and troubleshooting reported events in partnership with field technicians. Dispatch Agents must be able to quickly assess urgency, prioritize competing requests, and guide store teams through established processes while maintaining calm, confident communication. The primary goal of this program is to protect the client against product loss, operational disruption, and safety risks within stores. Dispatch Agents coordinate service with on-site technicians, store management, and internal stakeholders while managing a fast-paced queue of work orders across multiple systems simultaneously. This role requires individuals who can think on their feet, communicate clearly in time-sensitive situations, and make sound decisions with incomplete information. Successful candidates are comfortable operating in a high-volume, call-center-style environment and are confident navigating frequent change, shifting priorities, and real-time problem solving.Key Responsibilities:
- Answer inbound phone calls and emails related to facilities incidents and maintenance requests
- Create, triage, and prioritize work orders (25-40 per day) based on urgency and business impact
- Clearly guide store teams and technicians through established processes and next steps
- Troubleshoot and assess issues in real time, escalating appropriately when needed
- Coordinate service efforts between technicians, store leadership, and internal partners
- Accurately document work orders and interactions across multiple systems (phone, email, Maximo)
- Operate effectively in a fast-paced digital environment while handling multiple active tickets