IT Service Desk Technician

IT Service Desk Technician – Contract to Permanent

Jefferson, LA 70121

Are you interested in being part of an innovative team that supports Westinghouse’s mission to provide clean energy solutions? At WECTEC Staffing Services, a wholly-owned subsidiary of Westinghouse Electric Company LLC, we recognize that our employees are our most valuable asset and we seek to identify, attract and recruit the most qualified talent while recognizing and encouraging the value of diversity in the global workplace.

Job Purpose

We are seeking a skilled and customer-focused IT Service Desk Technician II to join our IT team. This position is responsible for providing second-level technical support to end-users, troubleshooting complex technical issues, and ensuring that all IT-related incidents and requests are resolved efficiently. The ideal candidate will have a solid technical background, exceptional problem-solving abilities, and a passion for delivering high-quality IT support.

 

Job Description

• Provide advanced technical support for software, hardware, and network-related issues.
• Diagnose and troubleshoot complex technical problems, escalating issues to higher-level support when necessary.
• Log, track, and document all service desk interactions in the IT service management system.
• Follow up with end-users to ensure timely resolution of issues and confirm that problems have been satisfactorily resolved.
• Serve as a point of contact for end-users, providing excellent customer service and ensuring a positive user experience.
• Communicate technical information clearly and effectively to users with varying levels of technical expertise.
• Assist in training and mentoring junior Service Desk Technicians.

• Perform routine system maintenance tasks, including software installations, updates, and configurations.
• Manage user accounts, permissions, and access controls in accordance with company policies.
• Support the deployment and maintenance of IT infrastructure, including servers, workstations, and mobile devices.

• Identify recurring issues and work with the IT team to implement solutions that reduce future incidents.
• Contribute to the development and documentation of IT support processes and procedures.
• Participate in IT projects as needed, providing technical expertise and support.

 

Who You Are:

As a successful candidate, you will bring the following to the team:

• • Associate degree in Information Technology, Computer Science, or a related field (or equivalent experience).

• • Minimum of 2-3 years of experience in an IT support or service desk role, with a focus on troubleshooting and resolving complex technical issues.
  • Experience with IT service management (ITSM) tools and ticketing systems.
  • Familiarity with network protocols, Windows operating systems, and common business applications.

• • Strong problem-solving and analytical skills, with the ability to think critically and resolve technical issues efficiently.
  • Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Strong organizational skills with attention to detail and the ability to prioritize tasks effectively.
  • Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus.