Help Desk Technician III

Sechan Electronics, Inc.; Lititz (Lancaster County); On-site; USD 65,000 - 85,000; Full time

Job summary

Sechan Electronics, Inc. in Lititz, PA is seeking an IT Helpdesk Technician III who acts as the primary contact for all Helpdesk matters, sets the tone for daily operations, and mentors junior staff.

The role supports 350+ users in office and manufacturing environments, maintaining and troubleshooting hardware and infrastructure. You will manage ticket lifecycle, ensure notes and SLA compliance, and help create Helpdesk policies.

Qualifications

• Bachelors degree in computer/technology field.
• 5+ years Helpdesk experience with 2+ as a leader.
• CompTIA A+ and Network+ certifications.
• Experience with Windows imaging (Windows 7+) and related tools.

Responsibilities

• Lead the Helpdesk operations and SLA adherence.
• Mentor junior staff and escalate issues when needed.
• Maintain and troubleshoot hardware and infrastructure for 350+ users.
• Create and enforce Helpdesk policies for smooth operation.
• Ensure asset inventory is accurate and up to date.
• Oversee Windows PC upgrades and asset updates.
• Follow change management and software license compliance.
• Communicate with customers and leadership about ticket status.
• Perform other duties to support the organization’s mission.

Skills

Customer service

Clear communication

Detail oriented

Independent work

Hardware installation

Desktop hardware support

Networking basics

Troubleshooting

Change management

Asset management

Education

Bachelor's degree or equivalent in computer/tech

CompTIA A+ and Network+ certifications

Tools

WSUS

PDQ

Windows imaging tools

Job description

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.