Secret Help Desk Support Specialist

Insight Global - San Diego, CA

Full-time - Entry Level

San Diego, CA

Administrative and Support Services

About the position

The Help Desk Support Specialist plays a vital role in the Support Services team at Insight Global, focusing on providing technical support for CMPRO and Aras systems. This position is essential for ensuring user satisfaction and contributing to system improvements, requiring a proactive approach to troubleshooting and user assistance.

Responsibilities

• Offer first-level support for CMPRO and Aras-related inquiries, providing timely responses to user tickets.
• Troubleshoot and resolve issues related to CMPRO and Aras, including access, navigation, and report generation.
• Collaborate with users to understand their requirements and guide them in optimizing system functionalities.
• Document support interactions, resolutions, and any recurring issues in the ticketing system.
• Work with the IT team to identify potential system improvements and help develop user training programs.
• Assist in creating and maintaining user guides and documentation for CMPRO and Aras processes.
• Participate in system testing and upgrades to ensure compatibility and functionality.
• Provide management with feedback on recurring issues, suggesting improvements to enhance user experience.

Requirements

• DoD Secret Clearance
• Associates or Bachelors degree in Information Technology, Computer Science, or a related field is preferred.
• Solid understanding of database management and report generation.
• Strong verbal and written communication skills.
• Ability to work both independently and collaboratively in a fast-paced environment.
• Excellent analytical and troubleshooting skills.
• Familiarity with ticketing systems and support processes.

Nice-to-haves

• Previous experience with CMPRO or Aras is advantageous but not required.