Help Desk Operator

Insight Global; Brunswick (GA); On-site; USD 42,000 - 60,000; Full time

Job summary

Insight Global is seeking an entry-level to mid IT Help Desk professional to support SGHS clinicians, providers, and staff. You will handle inbound calls, document issues, and strive to resolve Tier 1 problems on first contact, with strong focus on customer service and accuracy.

Candidates should be comfortable with Microsoft 365, Windows 10/11, password resets, MFA, and basic printer peripherals. You will escalate complex issues and maintain detailed ticket notes while meeting service desk SLAs

Qualifications

• 1+ years of Help Desk, Service Desk, IT Support, or Call Center experience.
• Experience handling high-volume inbound calls.
• Strong customer service and de-escalation skills.
• Experience creating and updating support tickets in a ticketing system.
• Basic troubleshooting with Windows 10/11, Microsoft 365, password resets/MFA, printers and peripherals.

Responsibilities

• Answer inbound IT support calls from SGHS clinicians, providers, and administrative staff
• Create, document, and route tickets appropriately
• Resolve Tier 1 technical issues on first contact whenever possible
• Provide password resets, account support, hardware/software troubleshooting, and Microsoft 365 support
• Escalate unresolved issues to appropriate technical teams
• Maintain detailed documentation and ticket notes
• Follow service desk processes and SLAs
• Assist in managing call queues during peak call volumes

Skills

Help Desk

Customer Service

De-escalation

High-Volume Calls

Ticketing

Tools

Ticketing System

Microsoft 365

Windows 10/11

Job description

1+ years of Help Desk, Service Desk, IT Support, or Call Center experience

Experience handling high-volume inbound calls

Strong customer service and de-escalation skills

Experience creating and updating support tickets in a ticketing system

Basic troubleshooting experience with: Windows 10/11, Microsoft 365 (Outlook, Teams, Office), Password resets/MFA Printers and peripheral devices

Nice to Have Skills & Experience

Experience supporting healthcare organizations or hospital systems

Call center performance metric experience (ASA, AHT, Abandonment Rate, FCR)

Job Description

Answer inbound IT support calls from SGHS clinicians, providers, and administrative staff

Create, document, and route tickets appropriately

Resolve Tier 1 technical issues on first contact whenever possible

Provide password resets, account support, hardware/software troubleshooting, and Microsoft 365 support

Escalate unresolved issues to appropriate technical teams

Maintain detailed documentation and ticket notes

Follow service desk processes and SLAs Assist in managing call queues during peak call volumes