Help Desk Support

Insight Global is seeking a temporary Service Desk Specialist to support our client in Fairfax, VA. This is a three-month contract with potential to extend or convert.

Responsibilities:
-Configures and supports (remotely) desktop computers, laptop computers, handheld devices, printers, monitors, portable data storage devices, and other general peripherals.
-Configures IT devices for secure operation, including installation of software, security and software updates, and other configurations remotely as required.
-Diagnoses hardware and software failures, communicates the remediation plans to users, and provide status updates.
-Provides remote software support for users of customer-provided applications (as identified by the task), including basic to advanced software operations and general use of computers and peripherals.
-Supports customer proprietary software.
-Provides virtual assistance sessions with users remotely.
-Develops technical how-to's for review and inclusion as a knowledge base article.
-Ability to professionally handle high pressure events and with challenging users.
-Answers user calls, processes user emails, voicemails, and self-service portal requests.
-Updates interactions in ServiceNow and addresses by creating Incidents, Service Requests and/or closes interactions as laid out in ticket handling procedures.
-Performs diagnostics, analysis, fixes, or other actions to resolve user issues and/or requests.
-Follows set policies and procedures when assisting users to ensure proper handling of requests.
-Contributes knowledge and updated information to maintain the Service Desk SOPs (Standard Operating Procedures), Knowledge Base Articles (KB's), and Training manuals for Tier I support.
-Works with Tier I/II/III and other groups to resolve technical problems.