Job Type: Direct Hire, FTE Job Location: Metairie, LA Job Responsibilities

• Answer customer calls providing first level desktop support (ie., password resets,

email assistance, desktop application troubleshooting, troubleshooting assistance with VOIP phone, server management tasks, etc.).

• Should have an understanding of basic routing, IP addressing, DHCP, DNS, wireless terms (SSID, AP, 802.1x, etc.) Would be helpful to understand basic telecom concepts.

• Identify, evaluate and resolve IT related issues for business customers.

• Escalate and coordinate repair and resolution of issues with Level II / III network technicians and engineers as necessary to resolve customer issues.

• Maintain ownership of follow up communication with customers to ensure their satisfaction and full resolution of their open issues

• Log and track all activity in the appropriate systems to insure full documentation of the issues and resolutions related to individual accounts

• Provide onsite customer support when necessary to resolve issues or assist in onboarding new customer accounts

• Desire to assist clients with problem resolution in a courteous manner

• Focused with a keen attention to detail

• Other duties as assigned

Organizational Responsibilities

• Adheres to all organizational policies and procedures. Executes all tasks and behaves in a manner consistent with a culture of compliance, safety and a high reliability organization; behavior supports the organization's core commitments of Integrity, Service, Respect, Teamwork, Excellence, and Innovation.

Qualifications

· 3 to 5 years of experience as a help desk technician

· High school diploma, some college preferred

· Great attention to detail

· Ability to function in a fast paced, client focused environment

· Ability to travel to local client sites