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Help Desk Specialist (Tier One, Partially Remote)

Insight Global

This is a Contract position in Charlotte, NC posted October 27, 2021.

REQUIREMENTS: The person selected must be able to work on a W2 (NO third-party visa sponsorship), and must be willing/able to pass a federal Public Trust background investigation. This position is 50% remote for the forseeable future.


Must Haves :

  • 2+ years of experience in an Enterprise Help Desk Role
  • Experience using a Ticketing System
  • Experience utilizing Active Directory in an Enterprise environment

Plusses :

  • Previously held a public trust
  • Experience with CAC/PIV Cards
  • Any Anti-Virus Support
  • Experience with McAfee

Day-to-Day :

  • Manage user AD accounts, MacAfee encryption policies, process user account forms
  • Hardware & software installation, break/fix support, hardware deployment, desk side support
  • Maintain SLA, iPhone & iPad setup and support, printer installation and support
  • CAC mapping and troubleshooting; VPN account creation, management and, troubleshooting
  • VTC setup and support, VTC troubleshooting, WebEx setup and troubleshooting
  • Monitor e-mail queue throughout the day, triaging requests directly and overseeing team efforts to assign tickets
  • Escalate Service Desk issues and trends on behalf of the front line staff to Service Desk manager for visibility, awareness, and follow up
  • Enforce property check-in and check-out procedures are followed by customers and technicians 
  • Take lead on training and tasking new Service Desk technicians, with direction from the Service Desk manager
  • Ensure adequate phone coverage throughout the day
  • Enforce ticket triaging procedures among front line staff
  • Ticket prioritization
  • Ticket routing
  • Request origin and first call resolution fields
  • Ticket categorization
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