IT Support Specialist - OMNI

Title : IT Support Specialist – OMNI

ID : 100515

Location : Carencro, Louisiana

Department : Information Technology

Overview

Essential Duties

Responsibilities

• Manage and resolve Tier II / Tier III IT tickets using the Halo ITSM ticketing system, prioritizing based on urgency, documenting solutions thoroughly, and communicating updates via Microsoft Teams.
• Provide advanced support for applications including DocuWare (document management) and Intune (device management), including configuration, troubleshooting, and user training, with a strong emphasis on leveraging Intune MDM for mobile device management.
• Manage email distribution lists, file management, and Active Directory (AD) administration tasks, such as user account management, group policies, and permissions.
• Troubleshoot and support specialized hardware and software, including driver tablets for water hauling operations, mechanic programs, desktops, laptops, mobile devices, printers, and VoIP systems.
• Offer training and escalation support to the Help Desk I position, mentoring on advanced resolutions and best practices.
• Collaborate with the networking team for connectivity issues (without performing network programming), systems administrator for server-related tasks, field IT for on-site support, and developer for custom application integrations.
• Independently diagnose and resolve complex hardware, software, and connectivity issues across Windows OS, Microsoft Office 365, remote desktop tools, and industry-specific tools, escalating only 5% of cases to third-party vendors.
• Apply knowledge of best security practices to maintain secure systems and respond effectively to security events (e.g., unauthorized access attempts, malware incidents), escalating advanced incidents to the Security team or third-party support.
• Perform routine maintenance, including system updates, backups, inventory tracking, and data cleanup (e.g., organizing records, removing redundancies) to improve efficiency.
• Assist with IT audits, compliance checks, and process improvements, sharing all calls and tickets within the team to foster collective knowledge.
• Participate in a biweekly on-call rotation to provide after-hours support for urgent issues and contribute to documentation of IT procedures and knowledge base articles.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organization and the overall business objectives of the Company.

Requirements

Required Experience / Qualifications :

Hardware (desktops, laptops, peripherals, mobile devices).

Preferred Experience / Qualifications

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