Job Description
Join our dynamic IT team as a Help Desk Support Specialist in the vibrant heart of New Orleans! We're seeking a tech-savvy problem-solver to deliver exceptional user experiences while maintaining our company's digital infrastructure. This role combines customer service excellence with technical expertise in a fast-paced environment.
Why join us? Enjoy competitive benefits, professional growth opportunities, and the chance to work with cutting-edge technologies in one of America's most unique cities. We value innovation, collaboration, and work-life balance.
Responsibilities
- Provide Tier 1-2 technical support via phone, email, and remote assistance for 500+ users
- Diagnose and resolve hardware, software, and network issues with average 15-minute response time
- Manage service tickets using Jira/ServiceNow with 95% resolution rate within SLA
- Deploy and configure Windows 10/11, macOS, and mobile devices
- Document all procedures and create knowledge base articles
- Train end-users on cybersecurity best practices and new software
- Collaborate with network and security teams on incident response
Qualifications
- 2+ years in technical support role with help desk certification (CompTIA A+/HDIT)
- Expert knowledge of Active Directory, Office 365, and endpoint management tools
- Proficiency in PowerShell scripting and basic networking concepts
- Exceptional communication skills with ability to explain technical concepts to non-technical users
- Experience with ITSM platforms (ServiceNow, Jira) and ticketing systems
- Ability to prioritize tasks and manage multiple incidents simultaneously
- Bachelor's degree in IT or related field preferred