Level 3 Service Desk Technician
1 week ago
Full-Time (>30 hrs/wk)
The Level 3 Service Desk Technician provides advanced support to Level 1 and 2 technicians, acts as an escalation point between the service desk and other IT areas, and offers coaching and mentoring of Level 1 and 2 technicians. Responsibilities include overflow coverage for phone and email inquiries, participation in an on-call rotation, ownership of escalated incidents, and providing technical expertise for complex hardware and software issues. The role also contributes to service desk projects, enhances operational processes, and maintains a thorough knowledge of NESL technology to support customers. A deep understanding of IT infrastructure, networks, software, and troubleshooting is essential.
Location and Schedule: This position is assigned to the NESL Corporate office located in New Enterprise, PA. The Level 3 Service Desk Technician is a collaborative, customer facing contributor who will spend 3-4 days per week in the office with other team members. Travel to plants, work sites, and area offices to provide training and system go-live support will be required. Travel may involve overnight stays – including multiple days.
Level 3 Service Desk - What Will You Do?
Problem Management:
Identify patterns in recurring incidents and collaborate on root cause analysis.
Implement solutions and workarounds to prevent future incidents.
Document solutions and contribute to the knowledge base.
Escalation Management:
Handle escalated incidents from Level 1 and Level 2 technicians, providing advanced troubleshooting and resolution.
Escalate incidents, events and problems to other NESL IT teams when necessary.
Work with vendors and third-party support to resolve issues that require external expertise.
Coaching/Mentoring:
Identify areas/opportunities to help develop Level 1 and Level 2 technician’s skill sets.
Technical Training: Teaching troubleshooting techniques, common issues, and how to use support tools and systems effectively.
Soft Skills: Emphasizing communication, customer service, and time management to ensure they're able to manage user interactions efficiently.
Problem-Solving: Helping them learn how to approach issues logically, identify root causes, and escalate appropriately.
Encouragement: Building confidence by providing positive reinforcement and constructive feedback.
Incident Management:
Help with call queue and walk-in customer support when needed.
Travel to remote sites/offices as needed to resolve user requests.
Diagnose and resolve complex issues related to hardware, software, network, and mobile devices.
· Technical Leadership and Support:
o Participate in IT projects by providing expertise on technology implementations, system upgrades, and migrations, while collaborating with IT teams to execute technical initiatives.
o Offer advanced support to end-users, resolving IT issues via phone, in person, or at remote locations.
o Lead service desk support for critical systems, including Apex, Command Concrete, ticket printers, and Scale and Automation PCs.
o Train and mentor Level 1 and Level 2 technicians to develop their technical skills.
Reporting and Documentation:
Maintain detailed documentation of incidents, troubleshooting steps, and resolutions.
Generate reports on incident trends, system performance, and support metrics.
Contribute to the development of best practices and standard operating procedures (SOPs).
Continuous Improvement:
Stay current with the latest technology trends and industry best practices.
Recommend and implement improvements to the service desk process and IT systems.
Participate in ongoing training and certifications to enhance technical skills.
Requirements - Who Are We Looking For?
Education: Bachelor’s degree in computer science, information technology, or a related field, or equivalent work experience.
Experience: Minimum of five (5) years of experience in IT support roles, with a focus on advanced troubleshooting and system administration.
Technical Skills:
Expertise in Windows operating systems, mobile devices (iOS/Android), and cloud platforms.
Understanding of ITIL framework a plus.
Certifications: Relevant certifications such as CompTIA A+, Network+, Security+, ITIL Foundations are preferred.
CompTIA A+ certification or an equivalent certification in PC hardware and operating systems is required.
HDI Support Center Analyst, and HP Self-Maintainer will be required to be completed within your 1st year of hire.
Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
High attention to detail and a commitment to delivering quality support.
Demonstrate leadership and mentoring skills.
Why Apply? – IT @ NESL is unlike any other IT Organization
Creativity and process improvements are encouraged - NESL’s IT strives to be cutting edge.
IT Team members work on a variety of new and exciting technologies on a daily basis.
Career Growth – We have proven advancement opportunities within our IT Team and other departments.
We recently installed a state of the art data center at the Corporate Office in New Enterprise, PA.
Competitive Benefit Package - Medical, Vision, Dental, 401k, Vacation, Life Insurance, etc.
Stable Industry and Company - Our materials are in high demand year over year.
What Is a NESL Career
BUILD AMERICA - Our work goes directly toward rebuilding America's infrastructure
Contribute to a sustainable future improving the lives of people and communities we serve.
Collaborate in an open culture where sound values and dedicated people come together for greater results.
Thrive in a people-driven family-owned company with countless opportunities to learn and grow.
What Is a NESL Career
BUILD AMERICA - Our work goes directly toward rebuilding America's infrastructure
Contribute to a sustainable future improving the lives of people and communities we serve.
Collaborate in an open culture where sound values and dedicated people come together for greater results.
Thrive in a people-driven family owned company with countless opportunities to learn and grow.
NESL is a privately held family-owned company, priding itself on being Pennsylvania’s largest construction materials producer/supplier and not to mention, leader in heavy highway construction. Founded in 1924, NESL boasts over 1,800 coworkers helping To Build America From the Ground Up Headquartered in New Enterprise, PA, our footprint encompasses 57 quarries, 3 sand deposits, 33 hot mix asphalt plants, 21 fixed and portable ready mix concrete plants and 1 lime distribution center throughout PA and Western NY.
And…we are GROWING
New Enterprise Stone & Lime Co.,Inc. is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other characteristics protected by law. New Enterprise Stone & Lime Co., Inc. is a background screening, drug-free workplace.
Minorities and females are encouraged to apply.
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