Level 3 Service Desk Technician

3 weeks ago

Grove City, United States New Enterprise Stone & Lime Full time

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.

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