Insight Global
On-Site Helpdesk Lead
Insight Global, Windsor Mill, Maryland, United States, 21244
Manage the ticket queues for the Tier 1 and Tier 2 CCaaS (AWS Connect) application support team.
Provide guidance and assistance to Tier 1 and Tier 2 resources as needed.
Provide a daily summary (reports through the ServiceNow ITSM) to the customer and technical leads with information on any highlights or issues that may need potentially have bigger impacts.
Provide recommendations on tasks that may be handled by the Tier 1 and Tier 2 resources.
Provide CCaaS 800 Number support when needed (high call volumes or absence Tier 1 and Tier 2 resources) to log issues and requests in ServiceNow IT Service Manager.
Follow defined CCaaS Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution.
Triage requests to ensure accurate transfers and escalation of customer requests or issues.
Provide off-hour emergency support as needed.
The pay range for this position is $40/hr - $55/hr
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.
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ . Strong written and verbal communication; ability to engage customers and respond effectively to questions. Self-starter, highly motivated individual who adapts to a dynamic work environment. Strong attention to detail with an ability to operate effectively across multiple priorities. Prior Federal government experience. 3+ years of Help Desk/Desktop support experience. 3 years of experience working with laptops running Microsoft Windows OS and Office365 suite. 2 years of experience as a Team Lead for a Help Desk support team. 2 years of experience providing Tier 2 IT support services to customers. 2 years of experience using an IT Service Manager application for logging tickets and requests. Must have strong communication and customer service skills Good Interpersonal skills that demonstrate the ability to communicate with customers.
The pay range for this position is $40/hr - $55/hr
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.
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ . Strong written and verbal communication; ability to engage customers and respond effectively to questions. Self-starter, highly motivated individual who adapts to a dynamic work environment. Strong attention to detail with an ability to operate effectively across multiple priorities. Prior Federal government experience. 3+ years of Help Desk/Desktop support experience. 3 years of experience working with laptops running Microsoft Windows OS and Office365 suite. 2 years of experience as a Team Lead for a Help Desk support team. 2 years of experience providing Tier 2 IT support services to customers. 2 years of experience using an IT Service Manager application for logging tickets and requests. Must have strong communication and customer service skills Good Interpersonal skills that demonstrate the ability to communicate with customers.