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Customer Services Technician

This position requires a seasoned professional with comprehensive knowledge of NESL technology and a proven ability to resolve advanced technical issues effectively while driving process improvements and providing exceptional support to customers. Key responsibilities include coaching and mentoring junior technicians, handling escalated incidents with ownership and precision, and delivering expert solutions for intricate hardware and software challenges.

ACTIVE

Job Summary:   The Level 3 Service Desk Technician is a highly skilled professional role, not an entry-level position. This role demands advanced expertise in service desk operations and a deep understanding of IT infrastructure, networks, software, and troubleshooting. Candidates must have a minimum of 5 years of experience in IT support or a related field and hold at least one relevant professional certification, such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator, or ITIL Foundation.As a Level 3 Technician, you will provide high-level support to Level 1 and 2 technicians, act as the primary escalation point for complex issues, and bridge communication between the service desk and other IT departments. Key responsibilities include coaching and mentoring junior technicians, handling escalated incidents with ownership and precision, and delivering expert solutions for intricate hardware and software challenges. Additional duties encompass overflow coverage for phone and email inquiries, participation in an on-call rotation, and contributions to service desk projects aimed at enhancing operational efficiency.This position requires a seasoned professional with comprehensive knowledge of NESL technology and a proven ability to resolve advanced technical issues effectively while driving process improvements and providing exceptional support to customersKey Responsibilities:<ul><li style="line-height:107%;font-size:12pt">Problem Management:<ul style="margin-top:0in"><li style="font-size:12pt">Identify patterns in recurring incidents and collaborate on root cause analysis.</li><li style="font-size:12pt">Implement solutions and workarounds to prevent future incidents.</li><li style="font-size:12pt">Document solutions and contribute to the knowledge base.</li></ul></li><li style="font-size:12pt">Escalation Management:<ul style="margin-top:0in"><li style="font-size:12pt">Handle escalated incidents from Level 1 and Level 2 technicians, providing advanced troubleshooting and resolution.</li><li style="font-size:12pt">Escalate incidents, events and problems to other NESL IT teams when necessary.</li><li style="font-size:12pt">Work with vendors and third-party support to resolve issues that require external expertise.</li></ul></li><li style="font-size:12pt">Coaching/Mentoring:<ul style="margin-top:0in"><li style="font-size:12pt">Identify areas/opportunities to help develop Level 1 and Level 2 technician’s skill sets.<ul style="margin-top:0in"><li style="font-size:12pt">Technical Training: Teaching troubleshooting techniques, common issues, and how to use support tools and systems effectively.</li><li style="font-size:12pt">Soft Skills: Emphasizing communication, customer service, and time management to ensure they're able to manage user interactions efficiently.</li><li style="font-size:12pt">Problem-Solving: Helping them learn how to approach issues logically, identify root causes, and escalate appropriately.</li><li style="font-size:12pt">Encouragement: Building confidence by providing positive reinforcement and constructive feedback.</li></ul></li></ul></li><li style="font-size:12pt">Incident Management:<ul style="margin-top:0in"><li style="font-size:12pt">Help with call queue and walk-in customer support when needed.</li><li style="font-size:12pt">Travel to remote sites/offices as needed to resolve user requests.</li><li style="font-size:12pt">Diagnose and resolve complex issues related to hardware, software, network, and mobile devices.</li></ul></li><li style="font-size:12pt">Technical Leadership and Support<ul><li style="font-size:12pt">Participate in IT projects by providing expertise on technology implementations, system upgrades, and migrations, while collaborating with IT teams to execute technical initiatives.</li><li style="font-size:12pt">Offer advanced support to end-users, resolving IT issues via phone, in person, or at remote locations.</li><li style="font-size:12pt">Lead service desk support for critical systems, including Apex, Command Concrete, ticket printers, and Scale and Automation PCs.</li><li style="font-size:12pt">Train and mentor Level 1 and Level 2 technicians to develop their technical skills.</li></ul></li><li style="font-size:12pt">Reporting and Documentation:<ul style="margin-top:0in"><li style="font-size:12pt">Maintain detailed documentation of incidents, troubleshooting steps, and resolutions.</li><li style="font-size:12pt">Generate reports on incident trends, system performance, and support metrics.</li><li style="font-size:12pt">Contribute to the development of best practices and standard operating procedures (SOPs).</li></ul></li><li style="line-height:107%;font-size:12pt">Continuous Improvement:<ul style="margin-top:0in"><li style="line-height:107%;font-size:12pt">Stay current with the latest technology trends and industry best practices.</li><li style="line-height:107%;font-size:12pt">Recommend and implement improvements to the service desk process and IT systems.</li><li style="line-height:107%;font-size:12pt">Participate in ongoing training and certifications to enhance technical skills.</li></ul></li></ul>Other Functions:<ul><li style="text-align:justify;font-size:12pt">This position requires the ability to handle stress, interrelate positively both orally and in writing with others, the ability to attend work and be punctual as well as work overtime when required.</li><li style="text-align:justify;font-size:12pt">Attend meetings and training courses as required</li><li style="text-align:justify;font-size:12pt">Ability to travel when required. (Occasional overnight stays may be required)</li><li style="text-align:justify;font-size:12pt">Ability to participate in an on-call rotation.</li><li style="text-align:justify;font-size:12pt">May perform other duties as assigned.</li></ul>Qualifications:<ul><li style="font-size:12pt">Education: Bachelor’s degree in computer science, information technology, or a related field, or equivalent work experience.</li><li style="font-size:12pt">Experience: Minimum of five (5) years of experience in IT support roles, with a focus on advanced troubleshooting and system administration.</li><li style="font-size:12pt">Technical Skills:<ul><li style="font-size:12pt">Expertise in Windows operating systems, mobile devices (iOS/Android), and cloud platforms.</li><li style="font-size:12pt">Understanding of ITIL framework a plus</li></ul></li><li style="font-size:12pt">Certifications: Relevant certifications such as CompTIA A+, Network+, Security+, ITIL Foundations are preferred.<ul><li style="font-size:12pt">CompTIA A+ certification or an equivalent certification in PC hardware and operating systems is required.</li><li style="font-size:12pt">HDI Support Center Analyst, and HP Self-Maintainer will be required to be completed within your 1st year of hire.</li></ul></li></ul>Why Apply? – IT @ NESL is unlike any other IT Organization<ul style="margin-top:0in"><li style="margin-bottom:0in;line-height:115%;font-size:12pt">Creativity and process improvements are encouraged - NESL’s IT strives to be cutting edge.</li><li style="margin-bottom:0in;line-height:115%;font-size:12pt">IT Team members work on a variety of new and exciting technologies on a daily basis.</li><li style="margin-bottom:0in;line-height:115%;font-size:12pt">Career Growth – We have proven advancement opportunities within our IT Team and other departments.</li><li style="margin-bottom:0in;line-height:115%;font-size:12pt">We recently installed a state of the art data center at the Corporate Office in New Enterprise, PA.</li><li style="margin-bottom:0in;line-height:115%;font-size:12pt">Competitive Benefit Package - Medical, Vision, Dental, 401k, Vacation, Life Insurance, etc.</li><li style="margin-bottom:0in;line-height:115%;font-size:12pt">Stable Industry and Company - Our materials are in high demand year over year.</li></ul>What Is a NESL Career<ul style="margin-top:0in"><li style="margin-bottom:0in;line-height:115%;font-size:12pt">BUILD AMERICA - Our work goes directly toward rebuilding America's infrastructure</li><li style="margin-bottom:0in;line-height:115%;font-size:12pt">Contribute to a sustainable future improving the lives of people and communities we serve.</li><li style="margin-bottom:0in;line-height:115%;font-size:12pt">Collaborate in an open culture where sound values and dedicated people come together for greater results.</li><li style="margin-bottom:0in;line-height:115%;font-size:12pt">Thrive in a people-driven family-owned company with countless opportunities to learn and grow.</li></ul> 

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New Enterprise Stone & Lime Co., Inc.

Level 3 Service Desk Technician

equestftpin

OTHER

Data Processing

The Data Entry Associate will be responsible for supporting the smooth operation of the office by ensuring patient records, billing, and other data are accurately entered into our systems. High school diploma or equivalent required; associate degree or relevant certification in office administration, healthcare management, or related field is a plus.

Cardiology Associates of Altoona is a leading cardiology practice dedicated to providing comprehensive, high-quality cardiovascular care to our patients. Our team of skilled healthcare professionals is committed to improving the health and well-being of our community through compassionate care, advanced diagnostic services, and innovative treatment options.<h3>Position Overview:</h3>We are seeking a Data Entry Associate to join our administrative team. The ideal candidate will have strong attention to detail, organizational skills, and the ability to maintain a high level of accuracy in entering and managing patient data. The Data Entry Associate will be responsible for supporting the smooth operation of the office by ensuring patient records, billing, and other data are accurately entered into our systems. This role is essential to ensuring that our office runs efficiently and that patient information is properly maintained.<h3>Key Responsibilities:</h3><ul><li>Data Entry: Accurately input patient information, including personal details, medical history, and insurance information into the electronic medical records (EMR) system.</li><li>Record Management: Maintain and update patient records, ensuring all data is complete, accurate, and compliant with healthcare regulations (e.g., HIPAA).</li><li>Billing Support: Assist with the entry and verification of billing codes and patient insurance information to ensure correct billing and reimbursement.</li><li>Document Processing: Scan, index, and file medical records, correspondence, and other documents into the appropriate electronic or physical files.</li><li>Quality Control: Review data for errors and inconsistencies, correcting discrepancies as needed to ensure the accuracy of patient records.</li><li>Collaboration: Work closely with other administrative and clinical team members to facilitate the timely exchange of information and improve overall office efficiency.</li><li>Reporting: Assist in the preparation of routine reports related to patient data, billing, and other operational needs.</li><li>Compliance: Ensure all data management practices comply with organizational standards, confidentiality requirements, and relevant healthcare regulations.</li></ul><h3>Qualifications:</h3><ul><li>High school diploma or equivalent required; associate degree or relevant certification in office administration, healthcare management, or related field is a plus.</li><li>Prior experience in data entry or administrative support, preferably in a healthcare setting.</li><li>Strong computer skills with proficiency in Microsoft Office Suite (Excel, Word) and familiarity with Electronic Medical Record (EMR) systems.</li><li>Excellent attention to detail and ability to maintain accuracy while working in a fast-paced environment.</li><li>Strong organizational and time-management skills with the ability to prioritize tasks effectively.</li><li>Knowledge of healthcare terminology and billing procedures is preferred but not required.</li><li>Ability to work independently and as part of a team.</li><li>Strong communication skills, both verbal and written.</li><li>Ability to handle confidential information with discretion and professionalism.</li></ul><h3>Benefits:</h3><ul><li>Competitive salary based on experience.</li><li>Health, dental, and vision insurance options.</li><li>Paid time off (PTO) and holiday pay.</li><li>Retirement savings plan (401k).</li><li>Professional development opportunities.</li><li>Supportive work environment with opportunities for growth within the organization.</li></ul>

Cardiology Associates of Altoona, L.L.P.

Data Entry Associate

BreezyHR

Administrative Assistant

Responsible preparation and distribution of quarterly reports, regarding Employee Relations department efforts and initiatives, for our Executive Team, and Board of Directors meetings. Overview:Provide direct support to department leadership and department staff in the day-to-day operations of the Employee Relations Department.

Overview:Provide direct support to department leadership and department staff in the day-to-day operations of the Employee Relations Department.Responsibilities:1. Receive, analyze and distribute Employee Hotline calls and act as a liaison between the employee hotline vendor and hotline users. 2. Assist with the resolution and response to employee relations issues on a daily basis including monitoring and following up on Service Desk tickets. 3. Responsible for responding to all rehire requests and requests for disciplinary reviews. 4. Review and update all policies in the Employee Handbook as necessary. 5. Coordinate and schedule meetings as requested for the Employee Relations department and overall calendar management for the department director. 6. Responsible preparation and distribution of quarterly reports, regarding Employee Relations department efforts and initiatives, for our Executive Team, and Board of Directors meetings. 7. Ensure accuracy of department timecards prior to submission of approval for payroll. 8. Manage and reconcile P-card transactions. 9. Order and provide stores/departments with required labor law posters.Qualifications:(Equivalent combinations of education, licenses, certifications and/or experience may be considered) Education • High school Diploma/GED required • Bachelor’s degree preferred Experience • Minimum 3 years relevant administrative experience required • Previous experience utilizing Microsoft Office Suite required • Previous experience supporting executive level team or in the HR field in an administrative capacity preferred Licenses/Certifications• None required Tools & Equipment • General Office Equipment Accommodations:Sheetz is committed to the full inclusion of all qualified individuals. Sheetz is committed to considering all applicants regardless of disability who can perform all essential job duties with or without accommodations.

Sheetz is a family owned convenience store chain based in Altoona, Pennsylvania. For nearly 60 years, our mission at Sheetz has been to meet the needs of customers on the go. Of course, many things have changed over the years. Life is faster and busier, and customers expect us to be there when they need us most. One thing that hasn't changed over the years is our commitment to our customers, our employees and the communities in which we operate.

Sheetz, Inc

Senior Administrative Assistant – Employee Relations

[AW]-iCims

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New Enterprise Stone & Lime Co., Inc.

Cardiology Associates of Altoona, L.L.P.

Sheetz, Inc