Help Desk Technician III

About the role

The IT Helpdesk Technician III acts as primary contact for all Helpdesk related matters, sets the tone for daily, weekly, and monthly Helpdesk operations, and mentors junior staff (Helpdesk I, Helpdesk II) while serving as an escalation point. The Helpdesk maintains and troubleshoots hardware and infrastructure supporting 350+ users in office and manufacturing environments.

Responsibilities

• Quarterback of Helpdesk Operations: track open tickets, customer outreach, ticket notes, and SLA compliance
• Understand Helpdesk system functionality: problem categories, subcategories, ticket workflows (portal, email, phone), knowledge repositories, and reporting to identify problem areas
• Ensure Helpdesk team members are actively pulling tickets and not stuck
• Resolve issues efficiently and keep customers and leadership updated
• Help create Helpdesk policy for smooth operation
• Follow up with customers to ensure service standards and satisfaction
• Maintain a proper and complete asset inventory for Sechan
• Prioritize and participate in upgrades or replacement of Windows PCs
• Monitor deployed equipment to keep assets updated (OS, BIOS, drivers, applications)
• Recommend desktop, laptop, docking station, monitor, and printer configurations
• Ensure strict adherence to change management processes and procedures
• Ensure compliance with software license requirements
• Perform other duties as assigned to support the organization’s vision, mission, and values

Skills

• Excellent customer service, clear communication, passion for technology, and positive attitude
• Detail-oriented with ability to read and follow policy and procedure
• Ability to work independently as a self-starter with minimal supervision
• Physical capability to lift, carry, and install computers, monitors, and related equipment
• Understanding of fully functional, customer-driven Helpdesk operations and how to transform current systems toward that vision
• Knowledge of update mechanisms such as WSUS and PDQ
• Familiarity with ‘Golden’ images
• Understanding of networking fundamentals (TCP/IP, DNS) and connectivity (hardwired vs. wireless)
• Deep hardware, software, and basic networking troubleshooting skills

Qualifications

• Bachelor’s degree (preferred) in a computer or technology-related field
• 5+ years of Helpdesk experience with 2+ years in a leadership role
• CompTIA A+ and Network+ certifications
• Extensive experience with Windows installation, troubleshooting, and imaging (Windows 7 and above)

Work Environment

• Office and manufacturing floor environment
• Physical requirements include ability to work up to 9 hours per day; sitting, standing, walking, stooping, kneeling, crouching; lifting up to 50 lbs
• Schedule: Monday–Thursday 8:00 AM–5:30 PM; Friday 7:30 AM–4:00 PM with additional hours as needed
• Rotational weekend on-call with other Helpdesk staff
• 9/80 work schedule
• Office located in Lititz, PA with occasional visits to Lancaster facility