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IT Service Desk Specialist
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MedicOne Medical Response
Lafayette, LA (In Person)
Full-Time
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Job Description
The Information Systems department at Acadian Companies has a full-time opening for a Service Desk Specialist in Lafayette, LA.The Service Desk Specialist is responsible for delivering end-to-end support in accordance with IT service level agreements. By partnering with end-users and technology groups, the specialist ensures all incidents are analyzed, resolved, and reported back within the promised timeframes.
CompTIA A+ certification required within 12 months of holding the position.
DUTIES AND RESPONSIBILITIES
Develop service strategy to mitigate software, hardware, and networking issuesTroubleshoot and resolve IT issues via phone, web, and in-person channelsTake ownership of day-to-day tasks and ensure all incidents are resolved against SLAsReport on the health of the help desk and support using uptime and ticket-related performance metricsPartner with IT and business personnel to discuss the impact of incidents on products and servicesTrack and report all open and closed incidents to leadership teamsDevelop business support standards, processes and procedures, and guidelines for incident managementEvaluate trade-offs between issues using value, impact, and risk criteriaProactively learn and train other staff members on new product and service technologiesChampion internal channels to proactively offer advice and help to peers on solving complex issuesTravel to company locations as needed. (some overnight travel required)Maintain knowledge base by creating new articles and updating existing articlesParticipate in after-hours critical production support as requiredQUALIFICATIONS
Minimum of an associate's degree in computer systems or equivalent work experience as a computer support specialistAdvanced knowledge of company supported applications. Ability to learn and support new applications.TRAINING REQUIREMENTS
CompTIA ITF+ certification required within 6 months of holding the position.CompTIA A+ certification required within 12 months of holding the position.