IT Service Desk - Tier 2


IT Service Desk - Tier 2

@ LHC Group

  • Will serve as a first point of contact for people experiencing a variety of difficulties with their software, applications and / or hardware
  • Will communicate by telephone, text, email or in person with customers
  • Will efficiently and effectively work through a series of questions to identify the issue and/or problem, systematically work through all of the responses to arrive at a solution
  • Must be able to assist customers at all levels of technical knowledge with their problems
  • Will gain proficient working knowledge of the system, software and applications they are responsible for supporting
  • Will remain up to date with all new upgrades, system enhancements and changes at all times to ensure effective solutions are given to customers
  • Will maintain exemplary customer service by exercising a professional, friendly and calm demeanor at all times when communicating with customers
  • Will remain current with all required continuing education and compliance training mandated by the company and / or by supervisor
  • Will identify trends in incoming issues and effectively communicate the finds to the next level of support
  • When not able to independently solve an issue presented, will ensure that the issue is resolved by escalating the issue to a more senior service desk professional, system administrator, or other IT department personnel as appropriate
  • Will maintain productivity standard as set forth by supervisor at or above 100% at all times
  • Will serve as escalation point for all issues that cannot be resolved at the Tier 1 level
  • Will conduct quality checks on ticket closures, waiting on customer, and waiting on vendor tickets to ensure compliance with company / service desk operational procedures and regulatory guidelines
  • Will effectively support testing, implementation and the drafting of reference material for all system, application and hardware upgrades and enhancements
  • Will mentor and guide all Tier 1 service desk personnel in day to day tasks, remedial training, and corrective actions
  • Will work on interdepartmental projects as subject matter expert for service desk support
  • Will maintain knowledge management information that will be utilized to inform and educate both customers and Tier 1 personnel


Education Requirements

  • Associate's / Bachelor's Degree or Appropriate Level Certifications


  • Demonstrate proficiency in windows operating system and applications
  • Demonstrate understanding of current computer, telephonic and mobile technology
  • Demonstrate excellent verbal and written communication skills
  • Demonstrate exceptional ability to think quickly and logically when under pressure
  • Demonstrate strong capability to multitask and prioritize a busy workload
  • Demonstrate excellent customer service skills
  • SME for all supported systems, applications and hardwares

How to Apply:

Apply online at

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Location: Lafayette, LA
Date Posted: November 04, 2021
Application Deadline: January 06, 2022