A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
Service Desk Technician II ESP Services - 3.7 Carencro, LA Job Details Full-time $30 - $33 an hour 2 days ago Qualifications Smartphone (troubleshooting support) Phone communication In-person customer service Microsoft Office Internal employee customer service Desktop (troubleshooting support) Microsoft Teams Desktop administration Client interaction via phone calls Full Job Description Service Desk Technician II Job description: Business Support (Service Desk) Technician Temporary-to-permanent position
Location:
Carencro, LA Schedule:
Mon-Fri, in-person day shift (hours could vary) with rotating on-call schedule.
Pay rate:
$30-33/hr.
KEY RESPONSIBILITIES
The Business Support (Service Desk) Technician will report to the Business Support (Service Desk) Manager, and will be responsible for the following: Respond to end-user phone, email, chat, or ticket requests for support and resolve hardware, software, system, application, access, connectivity, and performance issues. Provide desk-side and remote support for end users, including field personnel, office staff, and executives, and serve as an escalation point for complex Tier I and Tier II support issues. Troubleshoot, repair, and maintain desktop computers, laptops, printers, mobile devices, conference room technology, and other IT peripherals. Manage, prioritize, assign, track, and resolve incidents and service requests within established service-level expectations. Build, image, configure, deploy, and maintain Windows-based computers and approved software applications using enterprise endpoint management tools. Administer endpoint management functions including software deployment, patching, policy enforcement, device compliance, and asset lifecycle management. Create and maintain user accounts, licenses, permissions, and group memberships within Microsoft 365 and Entra ID environments. Support Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, onboarding and offboarding activities, and user access requests. Develop and maintain technical documentation, knowledge-base articles, and standard operating procedures, while identifying recurring issues and recommending process improvements. Participate in on-call support rotations, handle special projects, and perform other duties as assigned.
SKILLS & EXPERIENCE REQUIRED
Minimum of 2 years' Service Desk /Desktop Support experience required. Experience with Microsoft Windows 11 (Primary) and Windows 10 operating systems and Office 365. Knowledge of mobile devices including Android and Apple smartphones. Good verbal and written communication skills are a must. Ability to demonstrate excellent customer service skills, both in-person and on the phone, as well as communicating effectively with a diverse group of customers. Ability to diagnose and resolve technical issues remotely. Demonstrated self-starter with the ability to independently resolve problems. Ability to perform effectively in a fast-paced, distributed global environment. Ability to perform effectively in a team-oriented environment. Experience supporting a multi-site hybrid workforce ITIL Foundation Certification a plus. MCDST (Microsoft Certified Desktop Support Technician) or A+ certifications a plus.
