Entry Level IT Specialist
Insight Global, Charlotte, NC, United States
The Support Desk Specialist will provide first‑level IT support to internal end users in a high‑volume call center environment. This role is heavily focused on identity verification, password resets, account unlocks, and MFA support, with a strong emphasis on customer service and professionalism. Candidates should be comfortable handling frequent inbound calls and documenting all interactions accurately in a ticketing system.
Responsibilities
Provide IT phone support including: Identity verification MFA credential registration and updates Handle an average call volume of ~35 calls per day Accurately document all support activity in the ticketing system Follow Level 1 Help Desk documentation and apply troubleshooting steps in real time Escalate issues as appropriate while maintaining ownership of customer experience Professional and effective verbal and written communication Ability to remain calm and composed in a fast‑paced, high‑volume environment Strong attention to detail (grammar, spelling, punctuation)
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Provide IT phone support including: Identity verification MFA credential registration and updates Handle an average call volume of ~35 calls per day Accurately document all support activity in the ticketing system Follow Level 1 Help Desk documentation and apply troubleshooting steps in real time Escalate issues as appropriate while maintaining ownership of customer experience Professional and effective verbal and written communication Ability to remain calm and composed in a fast‑paced, high‑volume environment Strong attention to detail (grammar, spelling, punctuation)
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