Service Desk Technician II

Service Desk Technician II

Job description:
Business Support (Service Desk) Technician
• Temporary-to-permanent position
• Location: Carencro, LA
• Schedule: Mon-Fri, in-person day shift (hours could vary) with rotating on-call schedule.
• Pay rate: $30-33/hr.

KEY RESPONSIBILITIES
The Business Support (Service Desk) Technician will report to the Business Support (Service Desk) Manager, and will be responsible for the following:
• Respond to end-user phone, email, chat, or ticket requests for support and resolve hardware, software, system, application, access, connectivity, and performance issues.
• Provide desk-side and remote support for end users, including field personnel, office staff, and executives, and serve as an escalation point for complex Tier I and Tier II support issues.
• Troubleshoot, repair, and maintain desktop computers, laptops, printers, mobile devices, conference room technology, and other IT peripherals.
• Manage, prioritize, assign, track, and resolve incidents and service requests within established service-level expectations.
• Build, image, configure, deploy, and maintain Windows-based computers and approved software applications using enterprise endpoint management tools.
• Administer endpoint management functions including software deployment, patching, policy enforcement, device compliance, and asset lifecycle management.
• Create and maintain user accounts, licenses, permissions, and group memberships within Microsoft 365 and Entra ID environments.
• Support Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, onboarding and offboarding activities, and user access requests.
• Develop and maintain technical documentation, knowledge-base articles, and standard operating procedures, while identifying recurring issues and recommending process improvements.
• Participate in on-call support rotations, handle special projects, and perform other duties as assigned.

SKILLS & EXPERIENCE REQUIRED
• Minimum of 2 years' Service Desk /Desktop Support experience required.
• Experience with Microsoft Windows 11 (Primary) and Windows 10 operating systems and Office 365.
• Knowledge of mobile devices including Android and Apple smartphones.
• Good verbal and written communication skills are a must.
• Ability to demonstrate excellent customer service skills, both in-person and on the phone, as well as communicating effectively with a diverse group of customers.
• Ability to diagnose and resolve technical issues remotely.
• Demonstrated self-starter with the ability to independently resolve problems.
• Ability to perform effectively in a fast-paced, distributed global environment.
• Ability to perform effectively in a team-oriented environment.
• Experience supporting a multi-site hybrid workforce
• ITIL Foundation Certification a plus.
• MCDST (Microsoft Certified Desktop Support Technician) or A+ certifications a plus.