Service Desk Analyst

Insight Global · Richmond, Virginia

FULL TIME

Job Description

Insight Global is seeking a Help Desk Agent Tier I to support the a Customer Care Center supporting a commercial client. This position serves as the first point of contact for IT support, providing assistance to state employees and affiliated users.

Key Responsibilities

Respond to incoming calls, chats, and emails from users seeking technical assistance.

Provide Tier 1 troubleshooting for hardware, software, network, and application issues.

Accurately log all incidents and service requests into the ticketing system.

Escalate unresolved issues to Tier 2/3 support teams as necessary.

Follow standard operating procedures and knowledge base articles.

Maintain a high level of customer service and professionalism in all interactions.

Support users with varying levels of technical expertise.

Qualifying Skills/

Experience

High School diploma and bachelor's degree or equivalent work experience

1+ year of experience in a customer service or IT support role.

Strong communication and problem-solving skills.

Basic understanding of Windows OS, Microsoft Office, and common IT systems.

Ability to work in a fast-paced, team-oriented environment.

Experience with ServiceNow or similar ticketing systems.

CompTIA A+, ITIL, or other relevant certifications is desired.

Experience working in a 24x7x365 operational environment is highly valued.

Company	Insight Global
Location	Richmond, Virginia
Type	FULL TIME
Niche	Computer and Mathematical Occupations

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