IT Service Desk Specialist

Acadian Companies is hiring a full-time Service Desk Specialist in Lafayette, LA (onsite). In this role, you will provide end-to-end IT support aligned to service level agreements, with responsibilities spanning incident troubleshooting, help desk operations, reporting, and required travel and after-hours critical production support.

Role Responsibilities

• Develop service strategy aimed at reducing the occurrence and impact of software, hardware, and networking issues.
• Troubleshoot and resolve IT issues through phone, web, and in-person support channels.
• Own day-to-day support activities and ensure incidents are resolved within established SLAs.
• Produce reporting on help desk health using uptime and ticket-related performance metrics.
• Coordinate with IT and business stakeholders to review how incidents affect products and services.
• Track and report all open and closed incidents to relevant leadership teams.
• Develop business support standards, processes, procedures, and guidelines for incident management.
• Evaluate trade-offs between issues using value, impact, and risk criteria.
• Proactively learn and provide training to other staff on new product and service technologies.
• Promote internal channels that enable peers to share guidance and solve complex issues.
• Travel to company locations as needed, including some overnight travel.
• Maintain and improve the knowledge base by creating new articles and updating existing documentation.
• Participate in after-hours critical production support as required.

Required Qualifications

• Minimum associate's degree in computer systems or equivalent work experience as a computer support specialist.
• Advanced knowledge of company supported applications, with the ability to learn and support new applications.
• CompTIA ITF+ certification required within 6 months of holding the position.
• CompTIA A+ certification required within 12 months of holding the position.

Benefits

• Medical, Dental, Vision coverages
• 401(k)
• ESOP (Employee Stock Ownership Program)
• Vacation and Sick time