IT Service Desk Specialist

Acadian Ambulance•Lafayette, LA

2d•Onsite

About The Position

The Information Systems department at Acadian Companies is hiring a full-time Service Desk Specialist in Lafayette, Louisiana. The specialist delivers end-to-end support in accordance with IT service level agreements, partnering with end-users and technology groups to analyze, resolve, and report incidents within promised timeframes. The role supports software, hardware, and networking issues through phone, web, and in-person channels; monitors help desk health and ticket performance; and develops incident-management standards and procedures. The specialist also maintains the knowledge base, trains colleagues on new technologies, travels to company locations as needed (including some overnight travel), and participates in after-hours critical production support as required.

Requirements

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.
CompTIA ITF+ certification required within 6 months of holding the position.
CompTIA A+ certification required within 12 months of holding the position.

Responsibilities

Develop service strategies to mitigate software, hardware, and networking issues.
Troubleshoot and resolve IT issues through phone, web, and in-person channels.
Own day-to-day tasks and ensure incidents are resolved in accordance with service level agreements.
Report help desk health and support performance using uptime and ticket-related metrics.
Partner with IT and business personnel to discuss the impact of incidents on products and services.
Track and report open and closed incidents to leadership teams.
Develop business support standards, processes, procedures, and guidelines for incident management.
Evaluate issue trade-offs using value, impact, and risk criteria.
Proactively learn new product and service technologies and train other staff members on them.
Use internal channels to offer peers advice and help with complex issues.
Travel to company locations as needed; some overnight travel is required.
Create new knowledge-base articles and update existing articles.
Participate in after-hours critical production support as required.