Job: Information Technology
Primary Location: Lancaster, Pennsylvania
Relocation Offered: No 
Employment Status: Full-Time
Travel: No

Do you want to work for a company that gives you opportunities to grow in a collaborative environment? How about working for a manufacturer with a rich history and even brighter future? Armstrong World Industries began over 150 years ago as a small cork-cutting shop in Pittsburgh, PA. From that small business, we became the leader in ceiling, wall and suspension system solutions that contribute to better, more inspiring buildings that make a difference in the lives of people where they work, play, learn, heal and live. At Armstrong World Industries you'll have the opportunity to make the most of your potential. Come build your future with us!

Armstrong World Industries, Inc. (AWI) has a job opportunity for a Customer Support / Service Desk Technician to be located in Lancaster, PA. The Customer Support / Service Desk Technician will be responsible for ensuring proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritization, documentation and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations.

Key Responsibilities of the Customer Support / Service Desk Technician:

Strategy & Planning

• Provide high level of Customer Service in resolving customer issues and/or requests
• Evaluate documented resolutions and analyze trends for ways to prevent future problems
• Alert management to emerging trends in incidents.

Acquisition & Deployment

• Assist in software releases and roll-outs and communication to the end users

Operational Management

• Field incoming requests to the Service Desk via all resources (telephone, chat, self-service and e-mail) to ensure courteous, timely and effective resolution of end user needs.
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue in ticket system.
• Perform timely escalations and communications in accordance with procedures
• Build rapport and elicit problem details from service desk customers.
• Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician.
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Install anti-virus software and ensure virus definitions are up-to-date.
• Test fixes to ensure problem has been adequately resolved.
• Develop help sheets and FAQ lists for end users
• Meet SLAs to manage end-user expectations

Required Qualifications for the Customer Support / Service Desk Technician:

• Bachelor’s Degree in relevant field or the equivalent combination of experience and/or Associates Degree in relevant field
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
• Strong documentation skills

Why Armstrong World Industries?

Armstrong World Industries, Inc. (AWI) is a leader in the design and manufacture of innovative commercial and residential ceiling, wall and suspension system solutions. At home, at work, in healthcare facilities, classrooms, stores, or restaurants, Armstrong World Industries offers interior solutions that help to enhance comfort, save time, improve building efficiency and overall performance, and create beautiful spaces. We built our business on trust and integrity. It set us apart then, and it sets us apart now, along with our ability to collaborate with and innovate for the people we’re here to serve – our customers, our shareholders, our communities and our employees.

Benefits Package

• Standard benefit package offerings: Medical, dental, prescription drugs, life insurance
• Long term disability coverage
• Vacation and sick time
• Product discount programs
• 401k Match

About the Location (Lancaster, PA):

Located in South Central Pennsylvania, Lancaster is ideally situated for easy access to major metropolitan cities such as Philadelphia, Baltimore, Washington DC and New York City. Lancaster offers a vibrant arts and entertainment community with wonderful historic sites, B&Bs, museums, world class shopping, entertainment venues and restaurants.

Equal Opportunity Employer: AWI is an Equal Opportunity Employer M/F/Disabled/Veterans

Notice to Staffing Agencies, Placement Services, and Professional Recruiters

Armstrong World Industries, Inc. has an internal Staffing Department. Recruiters are hereby specifically directed NOT to contact AWI employees directly in an attempt to present candidates.

AWI will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to AWI, including unsolicited resumes sent to an AWI mailing address, fax machine or email address, directly to AWI employees, or to AWI's resume database will be considered AWI property. AWI will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. AWI will consider any candidate for whom a Recruiter has submitted an unsolicited resume to have been referred by the Recruiter free of any charges or fees.

AWI will not pay a fee to any Recruiter that does not have a signed AWI contract in place specific to the position for which the resume was submitted. 

Recruiting vendor agreements will only be valid if in writing and signed by AWI's Corporate Talent Acquisition Manager or his or her designee. No other AWI employee is authorized to bind AWI to any agreement regarding the placement of candidates by Recruiters. By submitting a candidate to AWI, recruiters agree to be bound and comply with this policy.