Service Desk Analyst II

Audubon Companies•Metairie, LA

4d•Onsite

About The Position

Audubon is currently seeking a IT Service Desk Analyst II to join our team in our Metairie, LA Office. The IT Service Desk Analyst II provides advanced-level technical support as part of the IT Service Desk, serving as the second point of escalation for incident resolution and service requests. This role is responsible for diagnosing and resolving technical issues, ensuring adherence to service level agreements (SLAs), and maintaining high standards of customer service. The IT Service Desk Analyst II also assists with IT asset management, supports enterprise applications, and ensures compliance with company IT policies, information security standards, and regulatory requirements.

Requirements

Associate’s degree in Information Technology or related field required; bachelor’s degree preferred.
Minimum of 3 years of IT support experience.
Proficient with Microsoft 365 administration, Active Directory, IT ticketing systems, and basic network troubleshooting.
Experience with endpoint provisioning and an endpoint/MDM platform.
Skilled in troubleshooting hardware, software, and network connectivity issues.
Strong customer service, communication, and documentation abilities; able to manage multiple priorities.
Ability to travel domestically up to 15% as needed.
Self-motivated, with the ability to work independently or collaboratively within a distributed team.

Responsibilities

Provide Tier 2 technical support for hardware, software, networking, mobile devices, and enterprise applications, ensuring timely resolution within SLAs.
Administer user accounts, security groups, and endpoint configurations.
Log and track incidents, service requests, and resolutions following best practices.
Support IT asset management, including inventory tracking, purchase orders, and equipment lifecycle activities.
Create and maintain technical documentation, knowledge base articles, and user training materials.
Coordinate with senior IT staff for escalations and complex issue resolution.
Participate in and contribute to assigned IT projects.
Other duties as assigned.
All employees are responsible for supporting Audubon Companies’ Health, Safety, and Environmental (HSE) policies and procedures. This includes:
Performing duties in a manner that protects personal and team health and safety
Participating in required HSE training, meetings, and reporting activities
Identifying and reporting hazards, near misses, and unsafe conditions
Following safe work practices and complying with applicable regulatory requirements