Our client is a managed IT Services leader partnering with businesses in planning, developing, and implementing enterprise-class technology services. Naviga has been retained to help identify a CSC User Support Specialist to join their team.Title: CSC User Support Specialist Location: Baton Rouge, LAKey Notes/Company Details:

• Since 2020, double-digit growth
• Approximately, $60M net revenue estimated 2023
• They’re highly trusted by their customers (relationship-driven sales) and have a high-performing value system that has not been exhibited in the past. They stick by their word and the solidarity brings them long-term customers.
• There is internal cohesiveness, unity, and a strong focus on strategy. Highly supportive, encouraging, and direct leadership. 
• The team is growing rapidly, and they are very collaborative.
• The organization has a very good focus on the target market. They know who the end customer is down to a T. There’s no question of who they’re going after, and they have great messaging so their identity is very clear. 

• Serve clients as the initial point of contact
• Use active listening and targeted questions to effectively understand their needs and ensure the support team has the relevant information to act and resolve the issue
• Understanding the applicable client SLA (Service Level Agreement) and effectively communicating ETR (Estimated Time of Resolution) is essential in setting realistic expectations and achieving client satisfaction
• Taking initial telephone or email inquiries and troubleshooting and managing relatively simple hardware, software, or network problems 
• Creating new Group Policy Objects and assigning users to them 
• Responding to and resolving desktop, server, and network issues 
• Document and update all client requests ticketing system
• Recognizing and escalating more difficult problems to Tier 2 support 
• Supporting Microsoft Windows and Apple MAC environments, including the Windows stack, Active Directory, Exchange in-house and hosted e-mail systems
• Managing and Monitoring Active Directory, MS Exchange, DNS, DHCP, Windows Shares, Antivirus, and backup servers 
• Use Remote Monitoring tools and call tracking to log and route tickets in a high-call volume environment 
• Imaging and Deploying Desktops and Laptops for end users 
• Creating and maintaining client-related documentation
• Actively participating as a strategic member of the technology team, including participating in team meetings, and providing technical support for our managed service clients
• Patch Management of Servers and Workstations 
• Follow up with clients to ensure their systems are fully functional
• Other tasks as assigned by the supervisor
• Occasional local travel to client sites

• At least two years of relevant experience
• Remote Troubleshooting – the skill of recognizing the cause of a problem 
• Technical Aptitude – a good understanding of computer operating systems, applications, peripheral devices (printers, scanners, etc.), mobile devices, and other technology
• Competent Typing Skills – the ability to listen and type quickly, using concise, clear language with polite and professional grammar
• Competencies 
  • Technical capability 
  • Excellent verbal and written communication 
  • Client focus 
  • Thorough 
  • Eager to learn and adapt 
  • Self-motivated 
  • Integrate well with Client Support Team

• High School Diploma or GED is required
• Associate’s or technical degree in an IT discipline is preferred
• CompTIA certifications (A , Network , Security ) is preferred

• Medical, dental, and vision insurance
• 401(k) Plan with a company match
• Short term / long-term disability and life insurance
• Flexible PTO
• 8 hours of volunteer time off
• 8 company paid holidays
• Remote work options
• Employee Assistance Program (EAP)