The help desk technicians provide customer service by responding to IT issues, requests for service, and inquiries pertaining to IT equipment and peripherals.

Manage customer support requests via email and incident management system, escalating as appropriate and following up to resolution

Provide customer service and support to senior level personnel in diagnostic testing and operation of IT hardware or software, primarily performed through response to support requests through the incident management system

Provides resolution to commonly known issues

Logs call and issues into the incident management system, and escalates the calls and issues to Tier 3 support when necessary

May require flexible weekend and/or evening shift work as needed

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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Required Skills & Experience

A minimum of three (3) years of related experience

A minimum of two (2) years related experience working on civilian federal government agency contract(s)

Knowledge of networking, Windows 10, desktop and laptop computing equipment and peripherals

Familiarity with Remedy, ServiceNow, or a similar ticket/incident management system

Knowledge of network and local printer troubleshooting and configuration

Knowledge of the following: Citrix, McAfee, MS Office Suite, and internet browsers

Nice to Have Skills & Experience

A+ certification

Benefit packages for this role will start on the 31st 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.