Entry Level IT Specialist

Role Overview

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
• 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

Expectations

• 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