Specialist, Service Desk

Delta Utilities Services•New Orleans, LA

1d•Onsite

About The Position

Provide front-line IT support to Delta Utilities employees. This is a hands-on, entry-level role focused on resolving user issues, delivering a strong support experience, and building foundational technical skills. You will work across devices, applications, and access issues while learning modern IT Service Management, automation, and AI-enabled support practices.

Requirements

Associate’s or Bachelor’s degree in IT or related field preferred
In lieu of a degree, relevant work experience or technical training will be considered
0–2 years IT support, helpdesk, or customer service experience
Experience with ticketing systems (ServiceNow or similar)
Basic understanding of Windows OS, Microsoft 365, and common business apps
Basic networking concepts (Wi-Fi, VPN, connectivity)
Familiarity with endpoint devices (laptops, printers, mobile devices)
Strong customer service mindset
Clear communication with non-technical users
Ability to follow process and document work
Willingness to learn and grow quickly
Able to operate a personal computer, either desktop or laptop.
Able to sit for extended periods of time.
Able to operate a copy machine, fax machine, calculator, telephone and other miscellaneous office equipment.
Able to exert up to 10 Lbs. of force occasionally, and /or a minimal amount of force frequently to lift, carry, push or otherwise move objects.

Nice To Haves

Experience with ticketing systems (ServiceNow or similar)

Responsibilities

Serve as first point of contact (phone, chat, tickets).
Resolve Tier 1 issues: hardware, software, access, and connectivity.
Clearly communicate with users and set expectations.
Log, categorize, and prioritize incidents and requests in ITSM system.
Triage and route issues to Tier 2 when needed.
Maintain accurate and complete ticket documentation.
Diagnose common technical issues across Windows, applications, and basic networking.
Follow standard procedures and knowledge articles.
Escalate appropriately with clear context.
Use and contribute to the knowledge base.
Document fixes, workarounds, and repeat issues.
Leverage automation tools and AI-assisted support where available.
Identify simple opportunities to streamline repetitive tasks.