On-Site Tier 2 Helpdesk Analyst

Job Description u2003Provide Tier 2 support of the CCaaS (AWS Connect) application escalated by the Tier 1 support team. u2003Fill in the role as part of the Tier 1 support to provide CCaaS 800 Number support when needed (high call volumes or absence Tier 1 resources) to log issues and requests in ServiceNow IT Service Manager. u2003Follow defined CCaaS Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution. u2003Triage requests to ensure accurate transfers and escalation of customer requests or issues. u2003Provide off-hour emergency support as needed. The pay range for this position is $35/hr - $48/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 learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: Skills and Requirements u2003Bachelors degree and 3+ years of Help Desk/Desktop support experience or Masters and 1 or 7 years of experience with no degree u20033 years of experience working with laptops running Microsoft Windows OS and Office365 suite. u20032 years of experience providing Tier 2 IT support services to customers. u20032 years of experience using an IT Service Manager application for logging tickets and requests u2003Excellent communication and interpersonal skills with the ability to collaborate effectively with customers. u2003Flexible and positive attitude with interest in learning new technical skills. u2003Strong problem-solving skills and the ability to work in a fast-paced environment. u2003Strong understanding of IVR terminology and services. u2003Provide guidance and mentor Tier 1 Support Analysts. u2003Strong written and verbal communication; ability to engage customers and respond effectively to questions. u2003Self-starter, highly motivated individual who adapts to a dynamic work environment. u2003Strong attention to detail with an ability to operate effectively across multiple priorities. u2003Prior Federal government experience.

Created: 2026-04-02