Information Technology Support Specialist

IT Support Technician II

Location: Shreveport, LA

Position Overview

We are seeking an experienced IT Support Technician II to join a growing corporate IT team supporting users across North America. This role is ideal for a customer-focused IT professional with strong desktop support experience, excellent troubleshooting skills, and the ability to work independently in a fast-paced environment.

Reporting to the IT Manager, the successful candidate will provide Level 2 technical support for end users, maintain IT assets, resolve hardware and software issues, and contribute to continuous improvement initiatives that enhance service delivery and operational efficiency.

Key Responsibilities

End User Support

• Provide Level 2 technical support for desktop, laptop, mobile device, printer, and telephony issues.
• Support corporate office users as well as remote employees across multiple locations.
• Troubleshoot and resolve moderately complex technical issues with minimal supervision.
• Deliver exceptional customer service while maintaining strong communication throughout the support process.

Service Desk & Incident Management

• Manage ticket queues, triage requests, and prioritize incidents based on business impact.
• Escalate issues requiring advanced expertise while ensuring proper documentation and follow-up.
• Perform root cause analysis for recurring technical issues and recommend corrective actions.
• Maintain accurate records of incidents, resolutions, and support activities.

Systems & Asset Management

• Install, configure, and maintain hardware, software, and peripheral devices.
• Assist with hardware deployments, upgrades, and lifecycle management activities.
• Maintain IT asset inventories and internal support databases.
• Support user onboarding, offboarding, and equipment provisioning processes.

Knowledge Management & Team Support

• Create, update, and improve technical documentation and knowledge base articles.
• Mentor and support junior IT team members when required.
• Act as a subject matter resource for designated tools, systems, or technologies.
• Contribute to process improvements that enhance service quality and reduce recurring incidents.

Required Qualifications

• Minimum 2 years of desktop support, IT support, or service desk experience.
• Experience working with ticketing systems such as Jira Service Management, ServiceNow, Zendesk, or similar platforms.
• Strong troubleshooting skills across Windows operating systems, software applications, mobile devices, and hardware.
• Experience managing ticket prioritization and incident resolution.
• Ability to identify recurring issues and recommend process improvements.
• Strong technical documentation skills.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts to non-technical users.
• Valid driver's license with a clean driving record.

Preferred Qualifications

• Experience supporting users in a multi-site or enterprise environment.
• Experience mentoring junior technicians or supporting team development.
• Familiarity with hardware deployments, asset management, and endpoint support.
• Knowledge of Microsoft 365, Active Directory, and common business applications.

Skills & Competencies

• Customer-focused mindset with strong interpersonal skills.
• Excellent organizational and time management abilities.
• Strong analytical and problem-solving capabilities.
• Ability to work independently and manage multiple priorities.
• Comfortable operating in a fast-paced and evolving environment.
• Proactive approach to identifying and implementing improvements.
• Detail-oriented with a commitment to quality and accuracy.
• Positive attitude, strong work ethic, and team-oriented mindset.

What We Offer

• Opportunity to work with a collaborative and highly skilled IT team.
• Exposure to a broad range of technologies and business operations.
• Career growth and professional development opportunities.
• Dynamic and fast-paced work environment where individual contributions make a meaningful impact.