Senior IT Support Specialist

2 weeks ago


New Orleans, Louisiana, United States LINCHPIN SOLUTIONS INC Full time
Position Title: Enterprise Service Desk Specialist III

Job Type: Full-time

Location: New Orleans, LA

Overview:

At Linchpin Solutions, we are seeking a skilled and motivated Enterprise Service Desk Specialist to join our dynamic team. This role is ideal for individuals passionate about technology and customer service, providing a unique opportunity to contribute to our IT support operations.


Clearance Requirement:
Active DoD Secret Clearance

Work Schedule:
Full-time, onsite five days a week.

Role Responsibilities:

As an Enterprise Service Desk Specialist, you will serve as the initial point of contact for technical inquiries. Your responsibilities will include:

  1. Fielding Inquiries: Address user inquiries through various channels such as phone, email, and internal ticketing systems regarding technical challenges and IT service requests.
  2. Triage and Troubleshooting: Utilize established procedures and resources to effectively diagnose and resolve a diverse range of user issues.
  3. Incident Management: Log, categorize, and track service requests, ensuring compliance with Service Level Agreements (SLAs).
  4. Customer Support: Deliver exceptional customer service by actively listening to user concerns and providing clear, professional solutions.
  5. Escalation Management: Identify complex issues requiring advanced technical support and escalate them appropriately while keeping users informed.
  6. Knowledge Base Contribution: Document solutions to recurring problems and enhance the internal knowledge base for improved self-service options.
  7. Continuous Learning: Stay informed about new technologies and service desk procedures through ongoing training and updates.

Qualifications:

Education:
High School Diploma or GED equivalent required; Bachelor's Degree in Information Technology preferred.

Certifications:
CompTIA Security+ certification is required.

Experience:
Minimum of 3 years in enterprise-level helpdesk support, with at least 1 year in customer service and troubleshooting roles.


Benefits:

Linchpin Solutions, Inc. offers a comprehensive benefits package, including paid vacation, sick leave, holidays, a 401K plan with matching contributions, and health, dental, and vision insurance. We also provide Short-Term and Long-Term Disability, as well as Life insurance funded by the company.


Equal Opportunity Employer:

Linchpin Solutions is committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.



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