IT Service Desk Specialist

New Enterprise Stone & Lime Co.; New Enterprise (PA); On-site; USD 42,000 - 64,000; Full time

Job summary

NESL is seeking a Service Desk Technician to diagnose and resolve hardware, software, connectivity, and end-user issues. Level 1 handles frontline support, while Level 2 takes on more advanced problems and coordinates with Level 3 for complex cases.

The role emphasizes documenting incidents, providing excellent customer service, and adhering to technical procedures. Occasional travel to NESL locations may be required.

Qualifications

• Level 1 requires a high school diploma or GED with 1–2 years IT support experience.
• Level 2 requires a HS diploma with 5+ years of IT support, or an associate/bachelor’s in CS/IT with 3+ years of experience.

Responsibilities

• Log, prioritize, track, and document incidents and service requests; resolve common hardware, software, account, printing, connectivity, and mobile device issues; escalate when needed.
• Perform advanced troubleshooting for Level 2; support specialized and business-critical systems; coordinate with Level 3 and vendors as appropriate.
• Provide end-user support for Windows, Microsoft 365, mobile devices, printers, and network connectivity; document steps and resolutions; contribute to knowledge base.

Skills

Windows OS knowledge

Microsoft 365

End-user support

Troubleshooting

Communication

Education

High school diploma or GED

Associate or Bachelor's in CS/IT

Tools

Apex

Command Concrete

Ticket printers

Scale PCs

Automation PCs

Job description

NESL is seeking a Service Desk Technician to diagnose and resolve hardware, software, connectivity, and end-user issues. Level 1 handles frontline support, while Level 2 takes on more advanced problems and coordinates with Level 3 for complex cases.

The role emphasizes documenting incidents, providing excellent customer service, and adhering to technical procedures. Occasional travel to NESL locations may be required.