IT Support Desk Operator

IT Support Desk Operator# IT Support Desk Operator Baton Rouge, LA - 11550 N. Harrells Ferry Rd.

- Baton Rouge , LA 70816## Overview Position Type Full Time## Description
** IT Help Desk Support, Tier 1
**** Position Summary
** The IT Help Desk Support, Tier 1 role serves as the front line of the IT experience for internal customers across the company. This position is responsible for delivering responsive, professional, and solutions-oriented support to employees in the office, warehouse, and field. Success in this role requires not only solid technical troubleshooting skills, but also strong customer service, clear communication, follow-through, and the ability to build trusting relationships with users.  

This role is expected to resolve common technology issues efficiently, document work thoroughly, and create a positive support experience that helps employees stay productive. In addition to day-to-day ticket resolution, this position contributes to continuous improvement by identifying recurring issues, improving documentation, and helping strengthen the connection between IT and the business.
** Key Responsibilities*
* • Deliver excellent internal customer service by responding to employees with professionalism, urgency, empathy, and a genuine focus on solving problems and supporting productivity.  
• Serve as the first point of contact for help desk requests involving hardware, software, network access, mobile devices, printers, RF devices, and business systems.  
• Build positive working relationships with users across all areas of the business, including field and operational teams, by being approachable, communicative, and dependable.  
• Resolve as many issues as possible at first contact while ensuring users feel heard, informed, and confident in the support being provided.  
• Communicate clearly with non-technical users, set appropriate expectations, and provide timely follow-up until issues are resolved or properly handed off.  
• Accurately document incidents, troubleshooting steps, resolutions, and follow-up actions in the ticketing system to support knowledge sharing and reduce repeat work.  
• Escalate issues appropriately with complete context, strong documentation, and a clear summary of actions already taken.  
• Identify recurring issues, service gaps, or process breakdowns and contribute ideas for long-term fixes, standardization, automation, or training.  
• Assist with onboarding, user training, and day-to-day guidance to help employees use systems and tools effectively and reduce preventable support requests.  
• Maintain accurate records for supported hardware, software, and other assigned IT assets.  
• Support basic server, backup, or administrative tasks as assigned by the IT team.  
• Follow all company policies and standards, including safety, security, and data protection requirements.
** Qualifications and

Preferred Experience
** Education and experience should be consistent with an entry-level IT support role while demonstrating the interpersonal skills needed to represent IT well across the organization.  
• Minimum of 1 year of experience in help desk, technical support, customer support, or another user-facing IT role.  
• Experience working in a fast-paced environment where responsiveness, service quality, and follow-through are important.  
• Exposure to distribution, warehouse, field, or multi-site operations is preferred.  
• Demonstrated ability to work effectively with people at different levels of technical comfort and business responsibility.
** Technical Skills*
* • Working knowledge of Windows operating systems and desktop environments.  
• Basic networking knowledge, including connectivity, VPN, and general troubleshooting.  
• Hardware troubleshooting for PCs, printers, RF devices, and related peripherals.  
• Experience using ticketing systems and documenting support activity clearly and consistently.  
• Basic mobile device support.  
• Helpful but not required: familiarity with warehouse, distribution, or multi-site technology environments, kiosk environments, RF scanning devices, or entry-level user account administration, backup, or server support.
** What Success Looks Like*
* • Internal customers feel supported, respected, and confident that IT is helping them solve problems.  
• Issues are resolved quickly and professionally, with strong first-contact resolution where appropriate.  
• Users receive clear communication and timely follow-up.  
• Tickets are well documented and useful for future reference.  
• Repeat issues are identified and reduced over time.  
• Stronger working relationships are built between IT and employees across the business, including the field.  
• Senior IT resources are freed up by effective handling of Tier 1 support issues.
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