Job Description
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.
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/.
Required Skills & Experience
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
Nice to Have Skills & 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)
Punctual with a high attendance record
Business‑casual dress code
Team‑oriented mindset
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.