IT Support Representative – Louisiana

About the role

We are looking for an IT Support Representative to provide level‑two technical assistance to our customers in Louisiana. You will resolve incidents via phone, email and self‑service channels while delivering excellent service and identifying opportunities for improvement.

Key responsibilities

• Resolve level‑two problems presented by customers through telephone, email and self‑service.
• Handle service incidents independently with minimal supervision.
• Identify coaching and training opportunities during calls and tickets, and guide junior analysts.
• Seek ways to enhance customer satisfaction and overall support quality.
• Create and maintain support documentation and communications for customers.

Required profile

• High school diploma required; technical school education or associate degree preferred.
• Minimum 2 years of experience supporting computer systems.
• Strong oral and written communication skills with a customer‑focused attitude.
• Ability to prioritize multiple issues, exercise judgment on severity, and follow ITIL best practices.

Required skills

• PC hardware and software troubleshooting.
• Microsoft Windows 10 and Microsoft Office suite.
• Fundamental network concepts: TCP/IP, DNS, LAN/WAN.
• Experience with problem‑management databases and help‑desk systems.
• Knowledge of ITIL best practices; ITIL Foundation certification is a plus.

What we offer

• Resources for professional development and continuous learning.
• Support for health, well‑being and community involvement.