Support Desk Specialist III

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., 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

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.