What are the responsibilities and job description for the IT Support Desk Specialist position at Brooksource?
Brooksource is searching for an IT Support Desk Specialist to join our Fortune 500 Telecommunications client in south Charlotte, NC. This specialist will provide frontline IT support via phone for internal users.
This role focuses on identity verification, account management, and Level 1 technical troubleshooting. The specialist is responsible for resolving common technical issues, assisting with account access, and documenting all support interactions in the ticketing system while maintaining a high level of professionalism and efficiency.
Key Responsibilities:
- Provide IT phone support to internal users.
- Perform identity verification prior to assisting users.
- Manage user account tasks including password resets and account unlocks.
- Assist with Multi-Factor Authentication (MFA) credential registration and updates.
- Deliver Level 1 troubleshooting for applications and systems such as Outlook, web browsers, and remote connectivity tools.
- Document all incidents and resolutions in the ticketing system.
- Handle an average call volume of approximately 35 calls per day.
Qualifications & Expectations:
- Strong verbal and written communication skills with accurate grammar and spelling.
- Ability to remain professional and composed in a fast-paced environment.
- Strong problem-solving skills and ability to follow Help Desk documentation to resolve issues.
- Reliable attendance and punctuality.
- Team-oriented mindset with strong interpersonal skills.
- Business casual dress code required.
- Must be able to work onsite; remote work is not available.
Environment:
- 4-month contract with potential for extension
- Monday–Friday, 40 hours per week (8-hour shifts)
- $17 per hour
- South Charlotte, NC – fully on site
- W-2 only (not compatible with Corp-to-Corp or 1099) - the successful candidate must be eligible to work in the US without visa sponsorship
Eight Eleven Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.
Salary : $17