Helpdesk Support Specialist

We are seeking an experienced IT Help Desk Support Specialist to support a high-volume call center environment. This role focuses on first-line troubleshooting, user experience analysis, and issue mitigation across telephony and internal platforms, with the goal of resolving issues before escalation to internal IT teams.
The ideal candidate has strong help desk experience, understands call center operations, and is comfortable working independently while collaborating with cross-functional internal teams.
Key Responsibilities
Provide day-to-day IT help desk support for call center users, serving as the first point of contact for technical issues
Troubleshoot and resolve telephone connectivity and telephony platform issues (Genesys experience strongly preferred)
Support systems and internal platform issues EGQ
Assist with SharePoint site support, access, and basic maintenance
Perform user analysis and documentation related to system issues and resolutions
Assess the end-user experience to diagnose, mitigate, and resolve issues before escalation to internal IT support teams
Handle a variable volume of support instances per day; busy days can be high-volume
Participate in meetings with various internal stakeholders, including cross-functional teams
Communicate clearly and professionally with end users and internal partners
Maintain accurate documentation of issues, troubleshooting steps, and resolutions

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/.

-3–5 years of experience in IT help desk support or technical troubleshooting
-Hands-on troubleshooting experience in a call center environment (strongly preferred)
-Experience supporting telephony systems; Genesys experience is a strong plus

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.