Help Desk Technician III

The IT Helpdesk Technician III acts as primary for all Helpdesk related matters. Position sets tone for daily, weekly, monthly Helpdesk operations. Mentors and serves as an escalation point for junior (Helpdesk I, Helpdesk II) staff. The Help Desk is responsible for maintaining and troubleshooting hardware and infrastructure which supports 350+ users in an office and manufacturing environment.


Position Responsibilities:
* 'Quarterback' of Helpdesk Operations - what is open, why is it still open, have we reached out to customer, are there appropriate notes in the ticket, are we meeting SLA requirements, etc.
* Understands how a fully functional Helpdesk system works and what it takes to get our version and environment to that 'standard'. Problem categories, subcategories, how tickets are open (portal, email, phone), closed, knowledge repositories, how to report on ticket counts (what matters), how to spot problem areas based on reports, etc.
* Ensure all members of the Helpdesk team are pulling tickets, not stuck, etc.
* Resolve issues in an effective and efficient manner, keeping the customer (and leadership) up to date as needed.
* Helps create Helpdesk policy for smooth operation
* Follows up with customers to ensure our standard is met, customer is happy
* Ensures Sechan always has a proper and complete asset inventory
* Prioritizes and participates in the upgrade or replacement of Windows PC's.
* Stays on top of deployed equipment, keeping assets under their control updated at all times (OS, BIOS, Drivers, Applications)
* Recommends desktop, laptop, docking station, monitor, printer configurations.
* Ensure strict change management processes and procedures are followed (how did we get from point A to point B).
* Ensure adherence to software license requirements.
* Performs other duties as assigned to drive the vision, fulfill the mission, and abide by the values of this organization.


Skills/Abilities:
* Excellent customer service skills, clear communication, a passion for technology and a positive attitude.
* Detail-oriented individual with the ability to read and follow policy and procedure.
* Ability to work independently; a 'self-starter' that requires little supervision once given a task.
* Ability to lift, carry, and install various computers, monitors, and related equipment.
* A complete understanding of how a fully functional, customer driven Helpdesk works
o An ability to transform what a company has to this vision
* Ability to understand mechanisms (for instance WSUS, PDQ) which push updates to client PCs
* Understand concept of 'Golden' images
* Understand fundamentals of networking (TCP/IP, DNS)
* Understand fundamentals of connectivity (hardwired vs. wireless)
* Demonstrate deep hardware, software, and basic networking troubleshooting skills

Qualifications:
* Bachelors Degree (preferred) in computer / technology related field
* 5+ years of Helpdesk experience with 2+ serving as a Helpdesk leader
* Comp TIA Certification (A+/Network+)
* Extensive experience pertaining to Windows installation, troubleshooting, imaging (Windows 7 and above)

Work Environment:
* Office and Manufacturing floor; Requires physical capability to work up to 9 hours a day including; sit, stand, walk, stoop, kneel, crouch, ability to lift up to 50 lbs.
* Hours: 8:00 AM - 5:30 PM Monday - Thursday; Friday 7:30 AM - 4:00 PM with additional hours as needed to meet demand.
* Rotational weekend on call with other Helpdesk staff required.
* 9/80 work schedule.
* Office located in Lititz, PA, with occasional visits to Lancaster facility.