Service Support Analyst

A government client is seeking one qualified IT Help Desk Specialist to provide first level support to end users focusing on password resets. This position is 1st shift Monday - Friday from 7 : 30AM - 4 : 30PM. An IT Help Desk Specialist operates in a Microsoft Windows micro computing environment and works with other IT Help Desk Specialists and high level specialists to ensure overall quality and customer satisfaction.

Primary responsibilities include but are not limited to the following :

Respond via telephone or electronically to inquiries and requests for password assistance.

Identify problems, categorize issues, prioritize work, troubleshoot, and provide advice to end-users.

Coordinate with other Help Desk team members to resolve problems, if necessary, and dispose of tickets within Service Level Agreements (SLA) guidelines.

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.

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Knowledge of : Microsoft Windows 10 operating system; Office 365 suite; and Ticketing system software.

Skills in : analyzing and diagnosing user problems; basic knowledge of computers to assist users with problems.

Ability to : multitask; follow established procedures; communicate and work with all levels of judicial personnel in the field; and communicate effectively in oral and written formats.

2+ years of customer service related experience in an IT organization