Service Desk Technician

The Service Desk Technician provides technical support to NESL Coworkers by diagnosing and resolving hardware, software, application, connectivity, and end-user technology issues while delivering a high level of customer service.
Level 1 Technicians provide frontline support, resolve common technical issues, document incidents and service requests, and escalate issues requiring additional expertise. Level 2 Technicians remain actively involved in frontline support while handling more advanced technical issues and serving as an escalation resource for Level 1 Technicians. They support specialized business systems, participate in IT projects, and coordinate with the Level 3 Technician on complex troubleshooting, documentation, and technical standards.

Key Responsibilities:

• Service Desk Support:
  • Level 1: Serve as a primary point of contact for end users through phone, email, remote support, the ticketing system, and in-person assistance. Log, prioritize, track, and document incidents and service requests; resolve common hardware, software, account, printing, connectivity, and mobile device issues; and escalate unresolved or more complex issues to Level 2 with appropriate documentation.
  • Level 2: Participate in frontline Service Desk call and ticket queues while also resolving issues escalated by Level 1 Technicians. Perform advanced troubleshooting; support specialized and business-critical systems such as Apex, Command Concrete, ticket printers, scale PCs, and automation PCs; provide guidance to Level 1; and coordinate complex or recurring issues with the Level 3 Technician, other IT teams, or vendors as appropriate.
• Technical Support:
  • Support Windows operating systems, Microsoft 365, mobile devices, printers, peripherals, desktop hardware, and wired and wireless network connectivity.
  • Configure, deploy, troubleshoot, replace, and maintain end-user technology while following established technical procedures and standards.
  • Level 2: Provide advanced endpoint, application, hardware, and configuration support; assist with software deployments, system upgrades, hardware refreshes, testing, and technology rollouts; and coordinate complex technical solutions with the Level 3 Technician.
• Documentation and Knowledge Management:
  • Maintain accurate documentation of incidents, troubleshooting steps, resolutions, and workarounds, and contribute knowledge and lessons learned to improve Service Desk resources.
  • Identify documentation gaps or outdated information and provide technical input for updates.
  • Level 2: Contribute advanced troubleshooting information, reinforce the use of established procedures with Level 1 Technicians, and coordinate with the Level 3 Technician on documentation development, technical accuracy, and standardization.
• Projects and Continuous Improvement:
  • Level 1: Assist with hardware deployments, upgrades, migrations, inventory activities, and other assigned IT project tasks; participate in training and professional development.
  • Level 2: Participate in upgrades, deployments, migrations, hardware refreshes, and implementations; take ownership of assigned technical tasks or project workstreams; provide testing and validation support; share technical knowledge with Level 1 Technicians; and identify opportunities to improve support processes and the end-user experience.

Other Functions:

• Maintain professional and effective communication with customers, coworkers, vendors, and other IT teams.
• Attend required meetings, complete assigned training, and participate in the Service Desk on-call rotation as required.
• Travel to NESL locations as necessary, including occasional overnight travel, and perform other duties as assigned.

Qualifications:

• Education and Experience:
  • Level 1: High school diploma or GED with one to two years of IT support, Service Desk, desktop support, or related technical experience. Relevant education, technical training, internships, or certifications may be considered in lieu of some experience.
  • Level 2: High school diploma or GED with five or more years of relevant IT support experience; or an associate or bachelor's degree in computer science, information technology, or a related field with three or more years of relevant experience. Experience performing advanced troubleshooting and supporting specialized or business-critical systems is required.
• Technical Skills:
  • Level 1: Working knowledge of Windows, Microsoft 365, mobile devices, printers, common end-user technologies, and basic networking concepts; ability to perform structured troubleshooting and accurately document technical issues.
  • Level 2: Strong knowledge of endpoint support, Microsoft 365, hardware, mobile devices, networking, and peripheral technologies; advanced troubleshooting skills; and ability to recognize when coordination with Level 3, another IT team, or a vendor is required.
• Certifications:
  • Level 1:
    • CompTIA A+ certification preferred; required within the first year of employment.
    • HDI Support Center Analyst certification preferred; required within the first year of employment.
  • Level 2:
    • CompTIA A+, Network+, or equivalent technical certification required.
    • HDI Support Center Analyst certification preferred; required within the first year of employment.
    • ITIL Foundation certification preferred; required within the first year of employment.
    • HP Self-Maintainer certification required within the first year of employment.

Key Competencies:

• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent communication and customer service abilities.
• Ability to prioritize and manage multiple incidents and requests while maintaining strong attention to detail and documentation.
• Ability to work independently and collaboratively with a commitment to continuous learning and professional development.
• Level 2: Strong technical judgment, the ability to guide Level 1 Technicians, and recognition of when senior technical expertise or additional IT resources are required.

See Job Description