Job Description
Join the Team at TechNova Solutions
We are seeking a highly skilled and customer-centric Senior Service Desk Technician to join our growing team in New Orleans, LA. If you are passionate about technology and providing exceptional support, we want to hear from you. This is a full-time position offering competitive pay and flexible hours to support a healthy work-life balance.
Why Choose Us?
- Competitive salary and comprehensive benefits package.
- Flexible working hours to accommodate your lifestyle.
- Opportunity for professional growth and certification support.
- Modern, collaborative work environment in the heart of New Orleans.
Your Mission:
As a Senior Service Desk Technician, you will serve as the first point of contact for our employees, resolving technical issues efficiently and professionally. You will leverage your expertise to ensure our internal systems run smoothly, enabling our business to thrive.
Responsibilities
- Provide Tier 2 technical support and troubleshooting for hardware, software, and network issues via phone, email, and remote access tools.
- Manage and maintain the Service Desk ticketing system, ensuring all requests are logged, prioritized, and resolved within agreed service level agreements (SLAs).
- Conduct on-site visits for complex hardware installations and repairs as required.
- Collaborate with the IT infrastructure team to identify and resolve recurring technical problems.
- Mentor junior technicians and provide guidance on complex technical scenarios.
- Document all technical procedures, resolutions, and incident reports accurately in the knowledge base.
- Participate in regular IT training sessions to stay updated on the latest technologies and security protocols.
Qualifications
- Minimum of 3-5 years of experience in a technical support or help desk role.
- Associate degree or certificate in Computer Science, Information Technology, or related field.
- Strong knowledge of Windows and macOS operating systems, MS Office Suite, and common business applications.
- Familiarity with Active Directory, VPNs, and basic network troubleshooting (TCP/IP, DNS).
- Excellent verbal and written communication skills with a focus on customer service.
- Ability to work flexible hours, including some evenings or weekends if necessary.
- Strong problem-solving skills and the ability to remain calm under pressure.