IT Service Desk Associate - First-Call Resolution Pro

84 Lumber Company; North Bethlehem Township (PA); On-site; USD 42,000 - 60,000; Full time

Job summary

84 Lumber Company seeks an Associate IT Service Desk Analyst to deliver first level technical support to THQ, store, and plant associates. You will own incidents, log requests, and provide world-class customer service through first-call resolution or escalation.

You will handle hardware and software tasks, password resets, and remote access, while meeting service levels and collaborating with IT teams. Training and minimal travel are involved.

Qualifications

• Bachelor's degree or equivalent IT/business experience.
• Experience with Microsoft Office, Outlook and IT knowledge assets.
• Ability to ask clear questions to gauge urgency and actions.
• Relentless dedication to customer service in actions and words.
• Works with minimal supervision; follows up on tickets.
• Capable of handling multiple tasks with changing priorities.
• Strong analytical, prioritizing, problem-solving and communication skills.
• Team-oriented with collaborative work style.
• Retail store operations experience preferred.
• HDI and/or ITIL certification preferred.

Responsibilities

• Receive and log all support requests using incident tools.
• Respond, identify, and resolve known issues leveraging IT knowledge assets.
• Provide first level support: hardware, software installs, password resets.
• Meet defined standards for phone metrics, SLAs, and customer satisfaction.
• Collaborate with IT teams for complex incidents.
• Follow up post-resolution to ensure issues are resolved.
• Assist in training service desk associates and customers.
• Engage third-party support when required.
• Continual learning to stay current with technologies.

Skills

Customer service

Communication skills

Problem solving

Team collaboration

Attention to detail

Multi-tasking

Time management

Technical aptitude

Adaptability

Education

Bachelor's Degree in related field

Equivalent experience

Tools

Microsoft Office Suite

Outlook

ServiceNOW

Active Directory

Windows 10-11

Windows Server

Remote Desktop

HP VMS

Terminal Emulation

SCO Unix

Aruba networks

Avaya PBX/IP Telephony

Job description

84 Lumber Company seeks an Associate IT Service Desk Analyst to deliver first level technical support to THQ, store, and plant associates. You will own incidents, log requests, and provide world-class customer service through first-call resolution or escalation.

You will handle hardware and software tasks, password resets, and remote access, while meeting service levels and collaborating with IT teams. Training and minimal travel are involved.