What are the responsibilities and job description for the Help Desk Analyst position at Insight Global?
Job Title: Tier 1 Help Desk Analyst
Location: Dover, DE
Onsite Requirements: 1 day per week (4 days remote from home)
Shift: 10:30 AM – 7 PM
Job Description:
Must Have:
- Tier 1 Service Desk experience with heavy phone support
- Strong customer service and communication skills
- Experience with remote desktop and basic device troubleshooting
- Ticket documentation and escalation experience (ServiceNow preferred)
- Ability to work in a fast‑paced, time‑sensitive environment
Nice to Have:
- CompTIA A and/or Network
- Basic LAN/WAN troubleshooting
- Vendor coordination experience (e.g., telecom providers)
Day to Day:
A client of Insight Global is seeking a Tier 1 Help Desk Analyst to join their team in Dover, DE. This individual will provide front‑line support by handling a high volume of inbound calls, emails, and service tickets for internal and external users. The analyst will troubleshoot device, network, and connectivity issues using remote tools; document and manage incidents in ServiceNow; coordinate with vendors during outages; and escalate complex issues to ensure timely resolution and excellent customer service.
Compensation:
$19/hr to $23/hr.
Exact compensation may vary based on several factors, including skills, experience, and education.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.
Salary : $19 - $23