IT Service Desk Technician II

Payrate : 30-$32 / hr., depending on experience

Benefits : Health, Dental and Vision insurance, Flexible spending accounts, Life insurance, Retirement plan, etc.

We are seeking a customer-focused IT Service Desk Technician II to assist our client s IT team onsite in New Orleans (Jefferson, LA).

This is a contract-right-to-hire. Note : May require driving to other locations, as needed, as backup Deskside Support so vehicle and clean MVR necessary.

Schedule : Monday through Friday 8-5

This position is responsible for providing second-level technical support to end-users, troubleshooting complex technical issues, and ensuring that all IT-related incidents and requests are resolved efficiently.

The ideal candidate will have a solid technical background, exceptional problem-solving abilities, and a passion for delivering high-quality IT support.

• Primary phone Support Backup deskside
• IT support deskside / phone support experience (5 years)
• Service Desk phone support experience
• Must have ITSM Ticketing experience
• Good PC hardware skills
• Great Customer service skills in a professional setting

KEY Responsibilities :

Incident Resolution and Management :

• Provide advanced technical support for software, hardware, and network-related issues.
• Diagnose and troubleshoot complex technical problems, escalating issues to higher-level support when necessary.
• Log, track, and document all service desk interactions in the IT service management system.
• Follow up with end-users to ensure timely resolution of issues and confirm that problems have been satisfactorily resolved.

Customer Support :

• Serve as a point of contact for end-users, providing excellent customer service and ensuring a positive user experience.
• Communicate technical information clearly and effectively to users with varying levels of technical expertise.
• Assist in training and mentoring junior Service Desk Technicians.

System Administration :

• Perform routine system maintenance tasks, including software installations, updates, and configurations.
• Manage user accounts, permissions, and access controls in accordance with company policies.
• Support the deployment and maintenance of IT infrastructure, including servers, workstations, and mobile devices.

Process Improvement :

• Identify recurring issues and work with the IT team to implement solutions that reduce future incidents.
• Contribute to the development and documentation of IT support processes and procedures.
• Participate in IT projects as needed, providing technical expertise and support.

Qualifications :

• Associate degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Minimum of 2-3 years of experience in an IT support or service desk role, with a focus on troubleshooting and resolving complex technical issues.
• Experience with IT service management (ITSM) tools and ticketing systems.
• Familiarity with network protocols, Windows operating systems, and common business applications.
• Strong problem-solving and analytical skills, with the ability to think critically and resolve technical issues efficiently.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong organizational skills with attention to detail and the ability to prioritize tasks effectively.
• Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus.

Working Conditions :

• May require occasional on-call support outside of regular business hours.
• Ability to lift and move equipment up to 25 pounds as needed.
• Work primarily in an office environment with occasional travel to other company locations.

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.