SECRET Help Desk Specialist

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 escrow 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 demeanour 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

#J-18808-Ljbffr