IT Helpdesk, Support Specialist

Support Specialist I

Join our onsite IT Helpdesk team in Lafayette, Louisiana, as a Support Specialist I, providing first-tier technical support to approximately 3,500 internal employees. This entry-level opportunity offers hands-on experience with a wide variety of technologies, including artificial intelligence, cloud infrastructure, business applications, and end-user computing. The successful candidate will combine strong customer-service skills with technical curiosity, clear communication, and a commitment to resolving employee issues efficiently.

Success in this role means taking ownership of support tickets, documenting work accurately, delivering a positive employee experience, and escalating complex issues effectively to Tier 2 and other specialized IT teams.

Core Responsibilities

• Monitor, prioritize, and resolve employee requests received primarily through email and chat.
• Troubleshoot password, account-access, application, software, hardware, and general end-user technology issues.
• Record troubleshooting steps, actions, and resolutions accurately in the organization's IT service management (ITSM) platform.
• Provision, modify, and deactivate user accounts according to established procedures.
• Install approved software and configure computers for employees.
• Communicate clearly, professionally, and promptly throughout the support process.
• Escalate unresolved or complex issues to Tier 2 or the appropriate specialized IT team.
• Create, maintain, and improve knowledge-based articles and support documentation.
• Follow established incident-management, request-fulfillment, security, and escalation procedures.
• Participate in the team's on-call rotation.
• Assist with onsite technology needs and travel to other locations when required.

You'll thrive here if you have

• Entry-level candidates and candidates with relevant customer-service or technical-support experience will be considered; prior helpdesk, IT support, or customer-service experience is preferred. No minimum degree or formal education requirement. CompTIA A+ is preferred; ITIL, CompTIA Security+, or comparable IT support or analyst certifications are also advantageous.
• Strong customer-service orientation with patience, empathy, and professionalism, plus clear written and verbal communication skills, including the ability to explain technical information to nontechnical employees.
• Strong troubleshooting, critical-thinking, organizational, and time-management skills, with the ability to manage competing priorities and take ownership of requests through resolution or escalation.
• Familiarity with ITSM platforms, ticket life cycles, prioritization, and escalation practices, and a basic understanding of incident management, request fulfillment, information security, and customer-service best practices.
• Basic knowledge of computer hardware, software installation, application troubleshooting, password issues, and identity and access management, with the ability to provision accounts, install approved software, and configure end-user computers using documented procedures, and to create and maintain clear technical documentation and knowledge-based articles.
• Ability to work onsite in Lafayette, Louisiana, during an assigned shift within the 7:00 a.m.–7:00 p.m. Central helpdesk coverage window, participate in an on-call rotation, travel up to 10% of the time, and lift, carry, and position computers and related equipment.
• Customer-focused, dependable, adaptable, and comfortable learning new technologies, with an interest in professional growth and developing broader knowledge across enterprise IT.
• Ability to collaborate effectively with Tier 2 support personnel and specialized IT teams.

What you can expect from us

• Health & Wellness:
  We offer medical, dental and vision coverage with multiple plan options, including no-cost employee-only medical coverage.
• Time Off & Family Support:
  We offer vacation time, paid holidays, sick & safety leave (SSL) and paid parental leave
• Retirement:
  We help employees plan for the future with a 401(k) and company match.
• Insurance:
  To provide protection and peace of mind, we offer Life, AD&D (Accidental Death & Dismemberment) and Disability…