Entry Level IT Specialist

Insight Global; Charlotte (NC); On-site; USD 42,000 - 54,000; Full time

Job summary

A leading IT support company in Charlotte, NC is seeking a Support Desk Specialist to provide first-level IT support in a high-volume call center environment. The ideal candidate will have experience in customer service and be comfortable handling approximately 35 calls daily. This role emphasizes professionalism and accurate documentation of support activities in a ticketing system. Strong communication skills and attention to detail are essential for success in this role.

Qualifications

• 1+ years of experience in a customer service role.
• Comfortable handling high-calls volume in a call center environment.
• Proficient in documenting interactions accurately.

Responsibilities

• Provide IT phone support including identity verification and MFA credential updates.
• Handle an average call volume of ~35 calls per day.
• Document all support activities in the ticketing system.
• Accurately document all support activity in the ticketing system.
• Follow Level 1 Help Desk documentation and apply troubleshooting steps.

Skills

Customer service

Attention to detail

Verbal communication

Written communication

MFA

Ticketing system

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.

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)