Service Desk Analyst

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.