Senior Help Desk Lead & IT Operations Champion

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

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.