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.

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/.

Skills and Requirements

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