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. Location Position Type Full-time We offer comprehensive insurance benefits for full-time employees, including but not limited to Medical, Dental, Vision coverages, along with 401(k) and ESOP (Employee Stock Ownership Program), and Vacation and Sick time. Acadian Companies Divisions Employee Stock Ownership Employer Privacy Policy Acadian Companies is an Equal Opportunity Employer / Aff… Employment is based solely upon one's individual merit and qualifications directly related to professional competence. We don't discriminate on the basis of race, color, religion, national origin, veterans, ancestry, pregnancy status, sex, age, marital status, disability, medical condition, sexual orientation, gender identity, or any other characteristics protected by law. We will make reasonable accommodations to meet our obligations under the Americans with Disabilities Act (ADA) and state disability laws. EEO is the Law ADP Privacy Statement Artificial Intelligence Google Privacy Policy Google Terms of Service #J-18808-Ljbffr The Acadian Companies