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Service Desk Technician Job

DATE: May 21, 2021

LOCATION: Lancaster, Pennsylvania, US

Company: Armstrong World Industries

Job: Information Technology 

Primary location: LancasterPennsylvania 

Relocation offered: No 

Employment status: Full-Time 

Travel: No  

 

 

Location: Lancaster, PA. A great central location 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, great shopping, entertainment venues and restaurants.

 

 

As our Service Desk Technician, you 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.

 

Why should you join Armstrong World Industries?

 

Armstrong World Industries (AWI) is a leader in the design and manufacture of innovative commercial and residential ceiling, wall and suspension system solutions in the Americas. With approximately $1B in revenue, AWI has about 2,500 employees and a manufacturing network of twelve facilities.

 

At home, at work, in healthcare facilities, classrooms, stores, or restaurants, we offer interior solutions that help to enhance comfort, save time, improve building efficiency and overall performance, and create beautiful spaces.

 

For more than 150 years, we have 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.

 

We are committed to developing new and sustainable ceiling solutions, with design and performance possibilities that make a positive difference in spaces where we live, work, learn, heal and play. It's an exciting, rewarding business to be in, and we're committed to continue to grow and prosper for the benefit of all of our stakeholders. We hope you join us.

 

 

What does it mean to work at Armstrong?

 

It means being immersed in a supportive culture that recognizes you as a key player in Armstrong's future. We are a large company with a local feel, where you will get to know and collaborate with leadership and your colleagues across the company.

 

 

By joining us, you'll have the opportunity to make the most of your potential. Alongside a competitive remuneration package, you will receive:

  • A benefits package including: medical, dental, prescription drug, life insurance, 401k match, long-term disability coverage, vacation and sick time, product discount programs and many more.
  • Personal development to grow your career with us based on your strengths and interests.
  • A casual work environment where we have a recognition program for our team, and service awards. You will also be able to make the most of our fitness center and lunchtime cafe. 
  • A working culture that balances individual achievement with teamwork and collaboration. We draw on each other's strengths and allow for different work styles to build engagement and satisfaction to deliver results. 

 

 

What you’ll be doing:

  • 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

 

What will make you successful:

  • 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

 

 

Armstrong World Industries (AWI) is an equal opportunity, affirmative action employer and we value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

 

Accommodation statement: If you need a reasonable accommodation for any part of the employment process, please contact us by email at AWI talent acquisition and let us know the nature of your request and your contact information. Requests for accommodation will be evaluated on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

 

Come and build your future with us and apply today!


Nearest Major Market: Lancaster

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