IT Service Desk Specialist

Acadian Ambulance • Lafayette, LA

3d • Onsite

About The Position

The IT Service Desk Specialist works in the Information Systems department at Acadian Companies and delivers end-to-end support in accordance with IT service level agreements. The role partners with end-users and technology groups to ensure incidents are analyzed, resolved, and reported within promised timeframes. The position is based in Lafayette, Louisiana, with travel to company locations as needed, including some overnight travel. It also participates in after-hours critical production support as required.

Requirements

• At least an associate 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 SLAs.
• Report help desk health and support performance using uptime and ticket-related metrics.
• Partner with IT and business personnel to discuss how incidents affect 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.
• Learn proactively and train other staff members on new product and service technologies.
• Promote internal channels for proactively advising and helping peers resolve complex issues.
• Travel to company locations as needed, including some overnight travel.
• Maintain the knowledge base by creating new articles and updating existing articles.
• Participate in after-hours critical production support as required.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree