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Help Desk Support
Job
Insight Global, Inc.
Fairfax, VA (In Person)
$72,500 Salary, Full-Time
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Job Description
Job Requirements Fairfax, VA Secret Polygraph not specified Mid Level Career (5+ yrs experience) $70,000
- $75,000 Job Description Insight Global is seeking a temporary Service Desk Specialist to support our client in Fairfax, VA.
Responsibilities:
- Configures and supports (remotely) desktop computers, laptop computers, handheld devices, printers, monitors, portable data storage devices, and other general peripherals.
- Configures IT devices for secure operation, including installation of software, security and software updates, and other configurations remotely as required.
- Diagnoses hardware and software failures, communicates the remediation plans to users, and provide status updates.
- Provides remote software support for users of customer-provided applications (as identified by the task), including basic to advanced software operations and general use of computers and peripherals.
- Supports customer proprietary software.
- Provides virtual assistance sessions with users remotely.
- Develops technical how-to's for review and inclusion as a knowledge base article.
- Ability to professionally handle high pressure events and with challenging users.
- Answers user calls, processes user emails, voicemails, and self-service portal requests.
- Updates interactions in ServiceNow and addresses by creating Incidents, Service Requests and/or closes interactions as laid out in ticket handling procedures.
- Performs diagnostics, analysis, fixes, or other actions to resolve user issues and/or requests.
- Follows set policies and procedures when assisting users to ensure proper handling of requests.
- Contributes knowledge and updated information to maintain the Service Desk SOPs (Standard Operating Procedures), Knowledge Base Articles (KB's), and Training manuals for Tier I support.
- Works with Tier I/II/III and other groups to resolve technical problems.