• Tier 2 Help Desk Partner

    Insight Global (Washington, DC)


    Job Description

    Insight Global is assisting a large cybersecurity and bug bounty client of ours in identifying a Tier 2 Help Desk partner for a direct hire opening they have. This person will be assisting the company in solving tickets for US based personnel with common issues such as lockout, application support, and various SSO/software/hardware troubleshooting.

     

    This role does include a rotating on call schedule that will be on average every 10 weeks. for the week that this person is on call, they will need to be available for a 12 hour period to handle any extreme issues such as lockouts and systems/devices being down.

     

    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 [email protected] 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/.

     

    Skills and Requirements

     

    - 3 years of relevant experience in a support and/or enablement role with a strong customer service mindset

    - Strong level of experience with macOS, ideally in a support and/or enablement role

    - Hands-on experience providing support and enablement for enterprise SaaS applications (e.g., Slack, Zoom, Okta, Atlassian, or similar), using service management tools such as Jira and/or Freshservice

     

    - Familiarity with identity and access management (IAM) principles, including Single Sign-On (SSO) and role-based access controls

     

    - Experience in support ticket management and escalation,