Tier 1 Service Desk Analyst - Contract
Insight Global, Altamonte Springs, FL, United States
The Tier 1 Service Desk Analyst provides Tier 1 technical support to internal staff across clinical, corporate, and operational departments. This includes resolving account access issues, password resets, account unlocks, multi-factor authentication support, secure login troubleshooting, and basic technical tasks such as printer mapping. The analyst follows defined workflows, documents all tickets in ServiceNow, and escalates issues to Tier 2 when appropriate.
Throughout the day, the analyst may shift between the patient support queue and the Tier 1 employee support queue based on call volume and operational needs. When shifting support to the CDS team, the analyst is responsible for supporting both patient u and internal employees in a high volume, hybrid service environment. The analyst manages a steady flow of inbound calls from patients seeking assistance with accessing and using the online health portal. Daily responsibilities include guiding patients through password resets, account login troubleshooting, portal navigation, browser cache and cookie clearing, linking family accounts, and resolving basic access issues. This portion of the role requires strong communication skills, patience, professionalism, and the ability to remain calm when interacting with frustrated or upset patients.
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 opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their 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 recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience • Experience in a call center or high-volume support environment • Comfortable technical troubleshooting • Trainable with basic computer skills, browser navigation, and technical troubleshooting. Strong communication and ability to stay patient and friendly
Nice to Have Skills & Experience
Familiarity with ServiceNow or other ticketing systems Healthcare
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.
Throughout the day, the analyst may shift between the patient support queue and the Tier 1 employee support queue based on call volume and operational needs. When shifting support to the CDS team, the analyst is responsible for supporting both patient u and internal employees in a high volume, hybrid service environment. The analyst manages a steady flow of inbound calls from patients seeking assistance with accessing and using the online health portal. Daily responsibilities include guiding patients through password resets, account login troubleshooting, portal navigation, browser cache and cookie clearing, linking family accounts, and resolving basic access issues. This portion of the role requires strong communication skills, patience, professionalism, and the ability to remain calm when interacting with frustrated or upset patients.
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 opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their 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 recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience • Experience in a call center or high-volume support environment • Comfortable technical troubleshooting • Trainable with basic computer skills, browser navigation, and technical troubleshooting. Strong communication and ability to stay patient and friendly
Nice to Have Skills & Experience
Familiarity with ServiceNow or other ticketing systems Healthcare
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.