Help Desk Technician III

Sechan Electronics, Inc. is hiring a Help Desk Technician III to lead Helpdesk operations, manage SLA-focused support, and oversee core desktop and infrastructure maintenance onsite in Lititz, PA.

Responsibilities

• Serve as the primary “quarterback” for Helpdesk operations: track open items, determine why tickets remain open, confirm customer outreach, and ensure appropriate ticket notes
• Maintain SLA performance by monitoring whether tickets are meeting required timelines and following established Helpdesk workflows
• Ensure the Helpdesk system is operating effectively, including problem category/subcategory structure, ticket lifecycle (portal, email, phone), and ticket closure standards
• Use reporting to identify ticket volume trends and problem areas based on what matters in ticket counts
• Monitor Helpdesk team activity to confirm team members are pulling and working tickets rather than getting stuck
• Resolve customer issues efficiently while keeping the customer and leadership updated as needed
• Help create and maintain Helpdesk policy to support smooth day-to-day operations
• Follow up with customers to confirm the service standard is met and the customer is satisfied
• Maintain complete, accurate asset inventory for Sechan
• Prioritize and participate in upgrade and replacement efforts for Windows PC’s
• Keep deployed equipment under control and up to date, including OS, BIOS, Drivers, and Applications
• Recommend appropriate desktop, laptop, docking station, monitor, and printer configurations
• Ensure strict change management process and procedures are followed, including documenting movement from point A to point B
• Ensure compliance with software license requirements
• Perform other duties as assigned to support the organization’s vision, mission, and values

Requirements

• Excellent customer service skills with clear communication; positive attitude and a passion for technology
• Detail-oriented approach with ability to read and follow policy and procedure
• Ability to work independently with minimal supervision once tasks are assigned (self-starter)
• Ability to lift, carry, and install computers, monitors, and related equipment
• Strong understanding of how a fully functional, customer-driven Helpdesk operates and how to evolve an organization to that standard
• Understanding of update deployment mechanisms such as WSUS and PDQ
• Knowledge of the concept of Golden images
• Fundamentals of networking including TCP/IP and DNS
• Connectivity fundamentals including hardwired vs. wireless
• Demonstrated deep troubleshooting skills across hardware, software, and basic networking
• Bachelor’s Degree (preferred) in computer/technology related field
• 5+ years of Helpdesk experience, with 2+ years serving as a Helpdesk leader
• CompTIA Certification (A+/Network+)
• Extensive experience with Windows installation, troubleshooting, and imaging (Windows 7 and above)

Technologies

• WSUS, PDQ
• Windows PC’s, Windows 7, Windows
• Golden images
• TCP/IP, DNS
• Hardwired vs. wireless
• A+, Network+

Work Environment

• Office and manufacturing floor
• Physical requirements: ability to work up to 9 hours/day including sit, stand, walk, stoop, kneel, and crouch
• Lifting requirement: ability to lift up to 50 lbs
• Schedule: 8:00 AM – 5:30 PM Monday to Thursday; Friday 7:30 AM – 4:00 PM with additional hours as needed to meet demand
• Rotational weekend on-call with other Helpdesk staff required
• 9/80 work schedule
• Office located in Lititz, PA, with occasional visits to the Lancaster facility

Location: Lititz, PA (onsite). Salary: USD 60,000 - 83,000 per year.