Specialist, Service Desk

Job Summary/Purpose

Provide front-line IT support to Delta Utilities employees. This is a hands-on, entry-level role focused on resolving user issues, delivering a strong support experience, and building foundational technical skills. You will work across devices, applications, and access issues while learning modern IT Service Management, automation, and AI-enabled support practices.

Job Duties/Responsibilities

• Serve as first point of contact (phone, chat, tickets).
• Resolve Tier 1 issues: hardware, software, access, and connectivity.
• Clearly communicate with users and set expectations.
• Log, categorize, and prioritize incidents and requests in ITSM system.
• Triage and route issues to Tier 2 when needed.
• Maintain accurate and complete ticket documentation.
• Diagnose common technical issues across Windows, applications, and basic networking.
• Follow standard procedures and knowledge articles.
• Escalate appropriately with clear context.
• Use and contribute to the knowledge base.
• Document fixes, workarounds, and repeat issues.
• Leverage automation tools and AI-assisted support where available.
• Identify simple opportunities to streamline repetitive tasks.
• Supports rotating shifts within 7:00 AM – 7:00 PM (Monday–Friday).
• May include staggered start times based on business needs.
  
  

Minimum Requirements

Minimum education required of the position

• Associate’s or Bachelor’s degree in IT or related field preferred
• In lieu of a degree, relevant work experience or technical training will be considered
  
  

Minimum Experience Required Of The Position

• 0–2 years IT support, helpdesk, or customer service experience
• Preferred: Experience with ticketing systems (ServiceNow or similar)
  
  

Minimum Knowledge, Skills And Abilities Preferred Of The Position

• Basic understanding of Windows OS, Microsoft 365, and common business apps
• Basic networking concepts (Wi-Fi, VPN, connectivity)
• Familiarity with endpoint devices (laptops, printers, mobile devices)
• Strong customer service mindset
• Clear communication with non-technical users
• Ability to follow process and document work
• Willingness to learn and grow quickly
  
  

Any Certificates, Licenses, Etc. Required For The Position

• None
  
  

Physical Requirements

• Able to operate a personal computer, either desktop or laptop.
• Able to sit for extended periods of time.
• Able to operate a copy machine, fax machine, calculator, telephone and other miscellaneous office equipment.
• Able to exert up to 10 Lbs. of force occasionally, and /or a minimal amount of force frequently to lift, carry, push or otherwise move objects.
  
  

Working Conditions

The Physical Demands described here are representative of those that must be met by an employee to successfully perform the Accountabilities and Essential functions of the job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions.

• Perform other job-related duties as assigned, within your scope of responsibilities.
• Job duties are performed in a normal and clean office environment with normal noise levels.
• Work is predominately done while standing or sitting.
• The ability to comprehend, document, calculate, visualize and analyze are required.
• Able to work regular hours, with occasional overtime.
  
  

About Delta Utilities

Delta Utilities is a natural gas utility headquartered in New Orleans that provides safe, reliable natural gas services across Louisiana and Mississippi. We understand the value of dependable energy and our important role in building stronger, more resilient communities. Delta Utilities is a $1.7 billion organization that represents 600,000 customers and is among the top 40 natural gas utilities in the United States.

Delta Utilities acquired CenterPoint Energy's natural gas utility operations in Louisiana and Mississippi in April 2025 and acquired Entergy's natural gas utilities in Baton Rouge and New Orleans in July 2025.

Delta Utilities is regulated by the Louisiana Public Service Commission, the Mississippi Public Service Commission, and the New Orleans City Council. We work closely with our regulatory agencies to deliver safe and reliable natural gas service and maintain fair rates for our customers.

Learn more at https://deltautilities.com.

Delta Utilities and associated entities are equal-opportunity employers. We do not discriminate against employees or applicants for employment on any legally recognized basis or any protected class under federal, state, or local law.