Secret Sr. Service Desk Admin - Remote

Provides user support and customer service on government customer computer applications and platforms. Troubleshoots problems and advises on the appropriate action. Answers calls and creates tickets for user issues and requests. Responds to user requests via phone and email. Escalates tier 2 and tier 3 issues to supervisor and/or technical lead. Tracks all issues to closure.

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
- Active Secret Clearance Required
- 5+ years of technical support experience in current desktop and laptop computers and Microsoft Windows 10/11 operating
- 3+ years of technical support experience in Microsoft Office suite and ServiceNow
- Experience using ticketing system (prefer ServiceNow)
- Experience with remote software
- Experience mentoring entry level staff
- Proven ability to meet and/or exceed Service Level Agreements
- Strong customer service and end user equipment support skills
- Strong written and oral communications

Nice to Have Skills & Experience
- Associates Degree
- ITIL foundations certification or ability to obtain certification within 6 months
- One or more of the following certification is desired:
o CompTIA Security+
o CompTIA Network+
o CompTIA A+
o HDICSC: HDI Desktop Support Technician
o Microsoft 365 Certified: Modern Desktop Administrator Associate

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.