IT Support Pro: Fast Helpdesk & Troubleshooting

Louisiana Blue; Baton Rouge (LA); On-site; USD 40,000 - 60,000; Full time

Job summary

Louisiana Blue in Baton Rouge is hiring an IT Support Analyst to resolve level one and two problems via phone, email and self-service. You will document issues and provide coaching guidance to service users while improving customer satisfaction.

The role reports to SUPERVISOR, IT SUPPORT and requires 2 years of relevant experience, high school diploma, and a foundation in Windows, Office, networks, and ITIL knowledge. Louisiana residency preferred.

Qualifications

• High School Diploma or equivalent required.
• Technical school or associate degree preferred.
• 2 years experience supporting computer systems required.

Responsibilities

• Provides first and second level phone support for all IT Service incidents/requests using the Service Desk Application.
• Escalates complex problems to higher level technician or supervisor for quick resolution.
• Identifies opportunities to improve customer service and work processes.
• Assists in design and implementation of quality improvements.
• Interviews users to gather information and provide analysis/diagnosis.
• Supports team in issue resolution and operations.
• Delivers work products aligned with IT department goals.

Skills

IT support concepts

Troubleshooting

Phone & Email

Customer service

Documentation

Communication

Windows OS

Networking basics

Escalation

ITIL knowledge

Education

High School Diploma

Associates preferred

Tools

Help desk software

Incident management tool

Job description

Louisiana Blue in Baton Rouge is hiring an IT Support Analyst to resolve level one and two problems via phone, email and self-service. You will document issues and provide coaching guidance to service users while improving customer satisfaction.

The role reports to SUPERVISOR, IT SUPPORT and requires 2 years of relevant experience, high school diploma, and a foundation in Windows, Office, networks, and ITIL knowledge. Louisiana residency preferred.