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Armstrong World Industries · 7 hours ago

Service Desk Technician Job

Lancaster, PA

Full-time

Onsite

Entry Level

$50K/yr - $60K/yr

1+ years exp

Armstrong World Industries is a leader in the design and manufacture of innovative architectural applications. The Level I Service Desk Technician’s role is to ensure proper computer operation for end users by resolving help requests and maintaining service level agreements.

Building MaterialHome RenovationManufacturing

Comp. & Benefits

H1B Sponsor Likely

Responsibilities

Provide high level of Customer Service in resolving customer issues and/or requests

Evaluate documented resolutions and analyze trends for ways to prevent future problems

Alert management to emerging trends in incidents

Assist in software releases and roll-outs and communication to the end users

Field incoming requests to the Service Desk via all resources (telephone, chat, self-service and e-mail) to ensure courteous, timely and effective resolution of end user needs

Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue in ticket system

Perform timely escalations and communications in accordance with procedures

Build rapport and elicit problem details from service desk customers

Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician

Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution

Apply diagnostic utilities to aid in troubleshooting

Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution

Identify and learn appropriate software and hardware used and supported by the organization

Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications

Install anti-virus software and ensure virus definitions are up-to-date

Test fixes to ensure problem has been adequately resolved

Develop help sheets and FAQ lists for end users

Meet SLAs to manage end-user expectations

Qualification

Customer ServiceTechnical SupportProblem SolvingSoftware KnowledgeDocumentation SkillsAnalytical SkillsResearch SkillsTeam CollaborationCommunication SkillsAttention to DetailSelf-MotivatedInterpersonal SkillsTime Management

Required

Associates or technical degree

1+ year of experience in a service desk or customer service environment

Preferred

Bachelor's degree

Experience within the computer science field

Knowledge of software and different technology

Benefits

Medical

Dental

Prescription drug

Life insurance

401k match

Long-term disability coverage

Vacation and sick time

Product discount programs

Company

Armstrong World Industries

Glassdoor4.2

Armstrong World Industries is a producer of flooring products and ceiling systems.

Founded in 1860

Lancaster, Pennsylvania, USA

1001-5000 employees

https://www.armstrongceilings.com

H1B Sponsorship

Armstrong World Industries has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2021 (1)