IT Service Desk Specialist is an onsite IT support role responsible for receiving, documenting, troubleshooting, and resolving service desk requests for end users. This position provides first-level & second level technical support for common hardware, software, accounts, access, Microsoft 365, printer, mobile device, and basic network connectivity issues.
This position is expected to resolve routine technical issues directly, follow documented troubleshooting procedures, escalate more advanced issues when needed, and maintain accurate ticket documentation throughout the support process.
This role requires strong customer service, technical follow-through, the ability to work onsite, participation in an on-call rotation, and the ability to support users in a fast-paced office and field environment.
Job Responsibilities
Core Responsibilities
Service Desk Support and Ticket Resolution
Serve as a primary point of contact for IT support requests by phone, email, walk-up, and ticketing system.
Create, update, document, and close tickets accurately and in a timely manner.
Troubleshoot and resolve common end-user issues related to computers, printers, phones, Microsoft 365, email, Teams, basic application access, and connectivity.
Follow documented troubleshooting steps and escalation procedures.
Prioritize tickets based on urgency, business impact, and established IT procedures.
Escalate advanced technical issues to senior IT personnel, infrastructure, security, or application support teams when needed.
Follow up with users to confirm resolution and maintain a positive support experience.
User Account and Access Support
Assist with basic user account support, including password resets, account unlocks, MFA support, and access request coordination.
Support onboarding and offboarding activities using established checklists.
Assist with Microsoft 365 user support, including Outlook, Teams, OneDrive, SharePoint access, and basic licensing or group membership requests.
Route access changes that require approval or advanced administration to the appropriate IT resource.
Handle sensitive user and access information appropriately and in accordance with company policy.
Hardware, Software, and Device Support
Assist with setup, deployment, and troubleshooting of desktops, laptops, monitors, docking stations, printers, phones, and mobile devices.
Install and configure standard approved software based on documented procedures.
Support device handoff, return, inventory tracking, and equipment receipt processes.
Coordinate repairs, replacements, shipping, and vendor service visits when needed.
Maintain accurate records for assigned equipment, returned equipment, and support activity.
Process, Documentation, and Reporting
Maintain accurate ticket notes, troubleshooting steps, resolution details, and follow-up activity.
Update support documentation and internal knowledge base content as directed.
Identify recurring issues and communicate trends to IT leadership for review.
Assist with service desk reporting, including common issue categories, response times, open requests, and recurring support needs.
Recommend improvements to support procedures when gaps or repeat issues are identified.
Communication and Customer Service
Provide clear, professional, and timely communication to end users.
Explain technical issues in practical, easy-to-understand terms.
Coordinate onsite and remote support appointments with users and IT personnel.
Maintain a service-focused approach while balancing urgency, process, and business priorities.
Represent the IT department professionally when supporting office staff, field personnel, vendors, and leadership.
After-Hours Support and Escalation
Participate in an after-hours on-call rotation as assigned.
Respond to critical support requests, outages, or urgent business-impacting issues outside of normal business hours.
Perform initial triage, user communication, ticket documentation, and escalation.
Resolve basic after-hours issues when they fall within documented procedures and the role’s access level.
Escalate advanced incidents to designated IT personnel when technical remediation is required.
Qualifications Required
High school diploma or equivalent.
1 to 3 years of experience in IT support, help desk, desktop support, service desk, or a similar technical support role.
Basic understanding of Windows computers, Microsoft 365, Outlook, Teams, printers, mobile devices, and general office technology.
Experience creating, updating, and resolving tickets in a ticketing or request management system.
Ability to troubleshoot common end-user technical issues using documented procedures.
Strong written and verbal communication skills.
Strong organizational skills and attention to detail.
Ability to follow procedures, escalation paths, and approval workflows.
Ability to work onsite in Sulphur, LA and support users in a professional manner.
Ability to handle confidential and sensitive information appropriately.
Preferred
Experience supporting Microsoft 365, Active Directory, Entra ID, Intune, or similar identity and device management tools.
Experience with endpoint protection, remote support tools, patching tools, or RMM platforms.
Experience supporting printers, network connectivity, conference rooms, mobile devices, and business applications.
Prior experience in a maritime, logistics, industrial, construction, or field operations environment.
CompTIA A+, Network+, Microsoft, or other entry-level IT certification.
Skills and Competencies
Strong customer service and professional communication.
Practical troubleshooting and problem-solving ability.
Strong ticket documentation and follow-through.
Ability to manage multiple requests and prioritize work.
Good judgment in resolving, routing, and escalating support issues.
Reliability, consistency, and accountability.
Comfort supporting both office-based and field-based users.
Ability to explain technical issues in layman’s terms.
Willingness to learn company systems, support procedures, and IT standards.
Physical Requirements
Ability to lift, carry, move, and set up IT equipment weighing up to 50 lbs, with or without reasonable accommodation.
Ability to sit, stand, walk, bend, reach, and work at desks, equipment areas, and office locations as needed to support users and devices.
Other Duties
Perform other job-related duties as assigned to support the IT department and business operations.
Ability to perform the physical requirements of the role, including lifting and moving IT equipment up to 50 lbs, with or without reasonable accommodation.
