IT Service Desk Specialist

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    "requisitionDescription": "<div><p data-pasted=\"true\">IT Service Desk Specialist is an onsite IT support role responsible for receiving, documenting, troubleshooting, and resolving service desk requests for end users. This position provides first-level &amp; second level technical support for common hardware, software, accounts, access, Microsoft 365, printer, mobile device, and basic network connectivity issues.</p><p>This position is expected to resolve routine technical issues directly, follow documented troubleshooting procedures, escalate more advanced issues when needed, and maintain accurate ticket documentation throughout the support process.</p><p>This role requires strong customer service, technical follow-through, the ability to work onsite, participation in an on-call rotation, and the ability to support users in a fast-paced office and field environment.</p><p>Job Responsibilities</p><p>Core Responsibilities</p><p>Service Desk Support and Ticket Resolution</p><p>Serve as a primary point of contact for IT support requests by phone, email, walk-up, and ticketing system.</p><p>Create, update, document, and close tickets accurately and in a timely manner.</p><p>Troubleshoot and resolve common end-user issues related to computers, printers, phones, Microsoft 365, email, Teams, basic application access, and connectivity.</p><p>Follow documented troubleshooting steps and escalation procedures.</p><p>Prioritize tickets based on urgency, business impact, and established IT procedures.</p><p>Escalate advanced technical issues to senior IT personnel, infrastructure, security, or application support teams when needed.</p><p>Follow up with users to confirm resolution and maintain a positive support experience.</p><p>User Account and Access Support</p><p>Assist with basic user account support, including password resets, account unlocks, MFA support, and access request coordination.</p><p>Support onboarding and offboarding activities using established checklists.</p><p>Assist with Microsoft 365 user support, including Outlook, Teams, OneDrive, SharePoint access, and basic licensing or group membership requests.</p><p>Route access changes that require approval or advanced administration to the appropriate IT resource.</p><p>Handle sensitive user and access information appropriately and in accordance with company policy.</p><p>Hardware, Software, and Device Support</p><p>Assist with setup, deployment, and troubleshooting of desktops, laptops, monitors, docking stations, printers, phones, and mobile devices.</p><p>Install and configure standard approved software based on documented procedures.</p><p>Support device handoff, return, inventory tracking, and equipment receipt processes.</p><p>Coordinate repairs, replacements, shipping, and vendor service visits when needed.</p><p>Maintain accurate records for assigned equipment, returned equipment, and support activity.</p><p>Process, Documentation, and Reporting</p><p>Maintain accurate ticket notes, troubleshooting steps, resolution details, and follow-up activity.</p><p>Update support documentation and internal knowledge base content as directed.</p><p>Identify recurring issues and communicate trends to IT leadership for review.</p><p>Assist with service desk reporting, including common issue categories, response times, open requests, and recurring support needs.</p><p>Recommend improvements to support procedures when gaps or repeat issues are identified.</p><p>Communication and Customer Service</p><p>Provide clear, professional, and timely communication to end users.</p><p>Explain technical issues in practical, easy-to-understand terms.</p><p>Coordinate onsite and remote support appointments with users and IT personnel.</p><p>Maintain a service-focused approach while balancing urgency, process, and business priorities.</p><p>Represent the IT department professionally when supporting office staff, field personnel, vendors, and leadership.</p><p>After-Hours Support and Escalation</p><p>Participate in an after-hours on-call rotation as assigned.</p><p>Respond to critical support requests, outages, or urgent business-impacting issues outside of normal business hours.</p><p>Perform initial triage, user communication, ticket documentation, and escalation.</p><p>Resolve basic after-hours issues when they fall within documented procedures and the role&rsquo;s access level.</p><p>Escalate advanced incidents to designated IT personnel when technical remediation is required.</p><p>Qualifications Required</p><p>High school diploma or equivalent.</p><p>1 to 3 years of experience in IT support, help desk, desktop support, service desk, or a similar technical support role.</p><p>Basic understanding of Windows computers, Microsoft 365, Outlook, Teams, printers, mobile devices, and general office technology.</p><p>Experience creating, updating, and resolving tickets in a ticketing or request management system.</p><p>Ability to troubleshoot common end-user technical issues using documented procedures.</p><p>Strong written and verbal communication skills.</p><p>Strong organizational skills and attention to detail.</p><p>Ability to follow procedures, escalation paths, and approval workflows.</p><p>Ability to work onsite in Sulphur, LA and support users in a professional manner.</p><p>Ability to handle confidential and sensitive information appropriately.</p><p>Preferred</p><p>Experience supporting Microsoft 365, Active Directory, Entra ID, Intune, or similar identity and device management tools.</p><p>Experience with endpoint protection, remote support tools, patching tools, or RMM platforms.</p><p>Experience supporting printers, network connectivity, conference rooms, mobile devices, and business applications.</p><p>Prior experience in a maritime, logistics, industrial, construction, or field operations environment.</p><p>CompTIA A+, Network+, Microsoft, or other entry-level IT certification.</p><p>Skills and Competencies</p><p>Strong customer service and professional communication.</p><p>Practical troubleshooting and problem-solving ability.</p><p>Strong ticket documentation and follow-through.</p><p>Ability to manage multiple requests and prioritize work.</p><p>Good judgment in resolving, routing, and escalating support issues.</p><p>Reliability, consistency, and accountability.</p><p>Comfort supporting both office-based and field-based users.</p><p>Ability to explain technical issues in layman&rsquo;s terms.</p><p>Willingness to learn company systems, support procedures, and IT standards.</p><p>Physical Requirements</p><p>Ability to lift, carry, move, and set up IT equipment weighing up to 50 lbs, with or without reasonable accommodation.</p><p>Ability to sit, stand, walk, bend, reach, and work at desks, equipment areas, and office locations as needed to support users and devices.</p><p>Other Duties</p><p>Perform other job-related duties as assigned to support the IT department and business operations.</p><p>Ability to perform the physical requirements of the role, including lifting and moving IT equipment up to 50 lbs, with or without reasonable accommodation.</p></div>\n",
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