Service Desk Technician

Baton Rouge, LA
Job Type

Responsible for handling first level support and service requests. This relates to all supported technology including but not limited to: workstations, servers, printers, routers, switches and applications.

Essential Duties & Responsibilities:

  • IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
  • Support of backup and disaster recovery systems.
  • Respond to and resolve alerts and tickets generated from the monitoring system and/or customer requests in a timely fashion.
  • Maintain accurate time and records in all service tickets as performed.
  • Maintain system configuration information within ticketing system and ensure it is attached to relevant tickets.
  • Communicate with customers as needed regarding ticket progress, changes or agreed outages.
  • Escalate service requests that require level 2 support in a timely fashion to prevent breech of SLA.
  • Work with all team members to implement and improve Company best practices.
  • Utilize central management tools to resolve customer issues with minimal customer impact.


  • Perform fast turnaround of customer requests.
  • Communicate effectively with the customer regarding issues and potential problems.
  • Report to management potential problems with customer’s computers, configurations and/or environment.

Experience Level:

  • 1-3 years of relevant experience as a service desk technician including phone, remote support, and hands on
  • Excellent verbal and written communication skills
  • Strong working knowledge of Microsoft Applications
  • Excellent Customer Service Skills

Actively working on one relevant certification track:

  • A+/Security+/ Network+
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