Entry Level IT Specialist Job at Insight Global, Charlotte, NC

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  • Insight Global
  • Charlotte, NC

Job Description

Role Overview

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
  • Network user account modifications (password resets, account unlocks)
  • MFA credential registration and updates
  • Level 1 support for Outlook, web browsers, and remote connectivity
  • 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

Expectations

  • 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)
  • Punctual with a high attendance record
  • Business‑casual dress code
  • Team‑oriented mindset

Job Tags

Casual work, Remote work

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