IT Service Desk Technician: Frontline & Escalation Expert

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

Job summary

New Enterprise Stone & Lime Co., Inc. is seeking a Service Desk Technician to diagnose and resolve hardware, software, connectivity, and end-user issues while delivering strong customer service.

This role involves Level 1 frontline support, incident documentation, and escalation to Level 2 for advanced problems, with collaboration across IT teams and vendors. The position emphasizes structured troubleshooting, accurate ticketing, and maintaining knowledge resources.

Qualifications

• Level 1: Basic IT support experience and documented incidents.
• Level 2: Advanced troubleshooting and coordination with Level 3.
• Certifications preferred within first year (A+/HDI) and related ITIL basics.

Responsibilities

• Provide frontline Service Desk support via phone, email, and in-person assistance; log, prioritize, track, and document incidents and service requests; resolve common hardware, software, account, printing, connectivity, and mobile device issues; escalate complex issues to Level 2 with proper documentation.
• Participate in queues for Level 1 and Level 2; resolve escalated issues; support specialized systems and coordinate with Level 3 and vendors as needed.
• Support Windows, Microsoft 365, mobile devices, printers, peripherals, desktops, and network connectivity; configure, deploy, troubleshoot, replace, and maintain end-user technology; assist with software deployments and hardware refreshes.

Skills

End-user support

Structured troubleshooting

Documentation

Team collaboration

Customer service

Education

High school diploma or GED

IT-related degree or certifications preferred

Tools

Windows OS

Microsoft 365

Printers & mobile devices

Ticketing systems

Job description

New Enterprise Stone & Lime Co., Inc. is seeking a Service Desk Technician to diagnose and resolve hardware, software, connectivity, and end-user issues while delivering strong customer service.

This role involves Level 1 frontline support, incident documentation, and escalation to Level 2 for advanced problems, with collaboration across IT teams and vendors. The position emphasizes structured troubleshooting, accurate ticketing, and maintaining knowledge resources.