Service Desk Technician

At Cleco, we're not just powering lives—we're powering a cleaner, smarter future for Louisiana. With bold investments in innovative energy solutions, we’re transforming how we power our communities: smarter, cleaner, and more sustainable. This is a long-term commitment to our people and our communities because our future—and the future of generations to come—depends on it. If you're ready to make an impact where it matters most, join us at Cleco—where we're Energizing Your Tomorrow.


The Service Desk Technician is a professional responsible for providing superior customer service and is committed to the successful operation of our information technology organization. Assisting our business partners with questions and problems concerning computer systems, hardware, and software. The technician will work with users remotely and in person, guiding them through systems configuration and troubleshooting, while aiming to resolve issues with efficiency. The incumbent will require excellent problem-solvers with outstanding communication and customer service skills. Will need to collaborate with all Business Units within Cleco to fulfill business computing requirements as well as maintain our network’s integrity and security.

Key Responsibilities

• Champions a corporate culture that emphasizes transparency, integrity, safety, environmental responsibility, employee development, diversity and inclusion, customer service, and operational excellence.
• Provide quick and effective assistance with information technology systems.
• Provides technical execution of defined activities to support the delivery of IT initiatives. required to achieve efficiency, effectiveness, and innovative objectives.
• Achieving results by executing tasks in accordance with agreed-upon plan from managers, with support from senior staff.
• Applies defined approaches to complete tasks, and utilizes sub function standards, procedures, and processes.
• Escalate risks to delivery for assigned tasks to senior project staff, and escalate to the manager, when necessary.
• Guide business partners remotely and in person through systems configuration, troubleshooting, and maintenance.
• Handling incoming calls, emails and chat from the user may require working on rotational shift.
• Provide reports related to the compliance and standardization of computing deployments and equipment. These should include OS and software updates and system compliance on secure connections and access port security.
• Assist in troubleshooting computing and software issues related to end users including, but not limited to OS, application, and hardware issues.
• Providing initial support and troubleshooting based on Knowledge Base articles
• Collaborate with senior staff to complete project tasks, reaching out for technical assistance when needed to meet project milestones.
• Routing requests to the appropriate support groups when tickets are not resolved during initial support.
• Monitoring the status and documenting the progress towards resolution of all open tickets.
• May perform other job duties as needed” to the description if not already listed ​

Qualifications

Required Education, Skills & Experience

• Bachelor’s degree preferred
• 0-3+ years of related experience
  
  

Key Competencies

BEHAVIORAL

• Balances stakeholders
• Builds effective teams
• Business insight
• Communicates effectively
• Courage
• Demonstrates self-awareness
• Drives Results
• Drives vision and purpose
• Ensures Accountability
• Instills trust
• Nimble learning
• Plans and Aligns
• Safety
• Strategic mindset

TECHINCAL

• World Class Customer Service
• Compliance
• Understanding of installation and uninstallation of applications
• Troubleshooting various OS’s (Windows, iOS, Android)
• Hardware Management
• IT Implementation and integration
• IT Support
• Basic Understanding of Network/IT Security

May perform other duties as assigned.

Salary dependent on experience, skills, education, and training.