Job Description A local state agency is looking for an IT Help Desk candidate who is responsible for creating, updating, and resolving level I incidents and service requests, all of which are created by employees, various vendors, and service providers crucial to the agency's Service Delivery. Analysts for the IT Help Desk are further responsible for triaging and escalating high-priority incidents to the applicable support team. The pay rate for this role is between 17-18 an hour, depending on a candidate's experience: Day to Day: - Logging into the call center telephone queue on a rotating basis, Monday-Saturday - Using ManageEngine Service Desk Plus for incident and service request management - Active Directory Account Management, including password changes, account unlocks, group membership - Customer Queuing System, including account management and general troubleshooting - RSA Token Management, including account management and general troubleshooting - Customer Service Center, including DMV specific software, OS, and hardware general troubleshooting - Customer Call Center, including DMV specific software, OS and hardware general troubleshooting - Headquarters Support, including DMV specific software, OS, and hardware general troubleshooting - Reviewing NetQoS live dashboards and reporting possible network degradations - Triaging high priority incidents in preparation for escalation - Escalating high priority incidents to the correct support groups - Creating applicable support documentation for publishing to the knowledge base 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 HR@insightglobal.com .     To 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 General understanding of Microsoft Office and G-Suit application General understanding of IP and DNS related incidents Understanding of remote desk top tools (remote desktop for "Log me in rescue" and remote desktop for windows) Demonstrate ability to apply logical skills while troubleshooting Hardware: Ingenico Credit Card Machines, Fujitsu Scanner null 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 employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to 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 oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.