IT Service Desk Specialist

IT Service Desk Specialist Acadian Companies - 2.5 Lafayette, LA Job Details Full-time 4 hours ago Benefits Health insurance Dental insurance 401(k) Vision insurance Employee stock ownership plan Qualifications Knowledge management Technical support via phone Incident report management IT service management Incident management software Performance Reporting Information Systems Metrics Reporting Mid-level User training (technical support) Online articles Production systems Phone customer support Internal employee customer service Computer hardware Desktop (troubleshooting support) Incident management operations support Customer support ticket management Computer networking Customer service knowledge base User guides Risk assessment Application Maintenance Online help documentation Associate's degree Ticketing system technical support Service level agreement (SLA) management Websites Full 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.

DUTIES AND RESPONSIBILITIES

Develop service strategy to mitigate software, hardware, and networking issues Troubleshoot and resolve IT issues via phone, web, and in-person channels Take ownership of day-to-day tasks and ensure all incidents are resolved against SLAs Report on the health of the help desk and support using uptime and ticket-related performance metrics Partner with IT and business personnel to discuss the impact of incidents on products and services Track and report all open and closed incidents to leadership teams Develop business support standards, processes and procedures, and guidelines for incident management Evaluate trade-offs between issues using value, impact, and risk criteria Proactively learn and train other staff members on new product and service technologies Champion internal channels to proactively offer advice and help to peers on solving complex issues Travel to company locations as needed. (some overnight travel required) Maintain knowledge base by creating new articles and updating existing articles Participate in after-hours critical production support as required

QUALIFICATIONS

Minimum of an associate's degree in computer systems or equivalent work experience as a computer support specialist Advanced 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.

Req Benefits:

We offer comprehensive insurance benefits for full-time employees, including but not limited to Medical, Dental, Vision coverages, along with 401(k) and ESOP (Employee Stock Ownership Program), and Vacation and Sick time.