IT Service Desk Specialist

Acadian Ambulance•Lafayette, LA

2d•Onsite

About The Position

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.

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 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