IT Service Desk Technician Level II

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Admin DTBS Full Time Professional Sulphur, LA, US

2 days ago Requisition

The Service Desk Technician II provides Level 1 and Level 2 IT support for Southern Devall’s office employees and vessel crews. The technician answers the service desk phone, sets ticket priorities based on operational impact, and independently resolves routine and more involved desktop issues. When another team or vendor is needed, the technician coordinates the handoff and follows up with the employee through resolution.

Answer incoming support calls and promptly return missed calls. Gather the information needed to begin troubleshooting, including a callback number, the affected equipment or application, and a clear description of what the employee is unable to do. Create a ticket to document and track the issue.

Monitor and triage the shared ticket queue throughout the day. Prioritize issues based on business impact, including the number of users affected and whether operations are disrupted. Take ownership of unassigned work, review aging tickets, and provide timely updates to users awaiting resolution.

Resolve Level 1 requests such as account unlocks, password resets, application setup, and peripheral issues. Verify user identity and follow established approval and security procedures before making access-related changes.

Independently troubleshoot Level 2 issues such as recurring Windows errors, Outlook profile problems, network printer failures, and intermittent VPN connectivity. Use remote support tools, logs, testing, and other available resources to identify the cause, implement a solution, and verify the issue is resolved.

Provide hands‑on support for laptops, workstations, and peripherals. Configure and deploy equipment, install approved software, replace faulty hardware, and troubleshoot printers, scanners, docks, monitors, and related devices. Maintain accurate records of equipment assignments and replacements.

Escalate suspected security incidents, widespread outages, and issues requiring specialized access or expertise. Provide the receiving technician or vendor with the business impact, symptoms, troubleshooting performed, and relevant findings. Keep affected users informed of status and next steps.

Maintain accurate and current ticket documentation through resolution and closure. Record troubleshooting performed and the final resolution, confirm the employee can resume normal work, and document repeatable solutions in the team knowledge base. Identify recurring incidents that may require further investigation.

Maintain accurate documentation of system configurations, procedures, and incidents to support ongoing operations, audits, and future planning. Develop and maintain user guides, technical procedures, and training materials that promote consistency, self‑service, and knowledge sharing.

Work closely with IT team members, other departments, and vendors to resolve technical issues and support day‑to‑day IT operations. Share relevant information, coordinate troubleshooting efforts, and assist with technology initiatives as needed.

• At least two years of hands‑on IT support experience in a service desk, help desk, desktop support, or managed service provider environment.
• Direct responsibility for answering inbound technical support calls and working from a shared ticket queue. Experience…