IT Service Desk Specialist

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.