IT SUPPORT TECHNICIAN I

Shreveport, Louisiana, US Job Code: 00000074 Department: INFORMATION TECHNOLOGY SUPPORT - OPERATIONS SUMMARY OF POSITION Supporting a wide variety of employees—including corporate personnel, district management, and field-based staff—you are often the first point of contact for IT support. Your ability to actively listen, follow established processes, and deliver timely, accurate resolutions is essential. You will prioritize incoming tickets, apply foundational troubleshooting skills, document your work clearly, and escalate issues when appropriate. In this fast-paced environment, your day will move quickly as you build technical skills and confidence through hands‑on experience. Attention to detail, a strong customer‑service mindset, and a willingness to learn are key to your success. The work environment is collegial and collaborative, where each team member is accountable for their contributions and growth. QUALIFICATIONS & REQUIREMENTS 0–2 years IT support experience (or equivalent training) Familiarity with ticketing systems (e.g., Jira Service Management or similar) Basic troubleshooting mindset (OS, hardware, connectivity) Strong customer service orientation Ability to follow process and document work clearly Willingness to learn and accept coaching INDICATORS & ATTRIBUTES FOR SUCCESS Works from established processes Requires moderate supervision Focus on consistency, accuracy, and customer service PRIMARY RESPONSIBILITIES Handle incoming tickets via queue, phone, and walk‑ups. Perform basic troubleshooting (connectivity, peripherals, account issues). Follow documented SOPs and runbooks. Properly categorize, prioritize, and document tickets. Escalate issues clearly with complete work logs and diagnostics. Assist with device setup, imaging, and deployments. Maintain asset tracking accuracy. Support user onboarding/offboarding tasks. Contribute to knowledge base updates. WORKING CONDITIONS/ENVIRONMENT Operates in a professional and/or business casual office environment. Routinely uses standard office equipment such as laptops, photocopiers/scanners, and smartphones. Evening and weekend work may be required as job duties demand. Occasional travel. Small team that works closely with support and functional departments to provide improved efficiency and productivity. COMPENSATION Compensation for the role will depend on a number of factors, including a candidate’s qualifications, skills, competencies, and experience and may fall outside of the range shown. BENEFITS Voluntary Life Insurance for Employee, Spouse, & Child(ren) Employee Basic Life and AD&D Insurance – Company Paid Short Term & Long Term Disability – Company Paid 401(k) or Roth 401(k) Retirement Plan, plus a company match Flexible Paid Time Off And many other benefits not listed here #J-18808-Ljbffr